9:00 a.m.     Workshop

Metrics that Matter, presented by Darryl Flores, SWBC

Numbers are all around us.  But what do they mean?  If someone says they weigh 210 pounds does that mean they’re overweight?  …It could, until you find out that the person is a 6’4” Major League Baseball Player.  Bottom line, numbers and more importantly, metrics, only mean something when they are part of a complete picture.  Join Subject Matter Expert, Darryl Flores as he takes Post-Conference Participants from, benchmarking and basic indicators to examining unique and innovative metrics that can be implemented in your call center.  

Metrics – Number Games

• What and Why?
• Benchmarking – First thing’s first
• Agent – Adherence and Quality
• Analyst – Forecasting and SLOs
• Management – The Whole Shibang
• Customers – The metric that really matters