Member Town Hall - Measuring Agent Productivity

Presented by

Jesse Jackson, Director of Dispatch Team, Coach-Net

About this talk

CCNG member Jesse Jackson, Director of Dispatch Team for Coach-Net, kicks off this Town Hall and facilitates a discussion on Measuring Agent Productivity. Baseball changed when Billy Beane's team went all in with what came to be known as "Moneyball". By using analytics, he changed the way a player is evaluated. As contact center leaders, we are always looking for ways to make our team more productive. There are many tools out there that help provide productivity, but at the root of our industry is people -- people communicating with other people via phone, chat, text, email, sms, twitter, smoke signals ... How do you judge what is a good agent?
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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.