Highlights from the 2012 Contact Center Executive Summit Keynote

Presented by

Penny Reynolds- Co-Founder, The Call Center School

About this talk

There's a lot of truth in the statement "If you don't measure it, you can't manage it" but with the vast array of statistics available in today's contact center, what are the most critical measures of success? In this overview session, Penny Reynolds of The Call Center School will discuss what metrics executives should worry about most and what important measurement mistakes to avoid. Hear one of the five ideas presented in the recent Contact Center Executive Summit keynote address and get a preview of what will be presented and discussed in the fall event.

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