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

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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.
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