April Town Hall - You can only manage what you measure!

Logo
Presented by

David Reed, Customer Centered Consulting Group, Candace Kothmann, Director Texas Workforce Commission

About this talk

Knowing what to collect and how frequently to gather data is critical to manage any call center. During this discussion, led by members David Reed, founder CCCG, a customer service process and training expert and Candace Kothmann, Director of Texas Workforce Commission, they talk about the key metrics recommended for a call center scorecard and how to use key performance indicators to constantly improve the effectiveness of your call center. David shares how putting together a balanced scorecard when he first arrived at Disney allowed him to make significant improvements in almost every key metric while Candace shares the important KPI's running the TWC customer support operations center.
Related topics:

More from this channel

Upcoming talks (0)
On-demand talks (223)
Subscribers (9080)
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.