Making Your Metrics Matter Masterclass

THE DATE: Tuesday 19 September 2017 08:30 – 16:30 BST

THE LOCATION: Dublin, Ireland

THE DESCRIPTION: Gone are the days when ‘average handle time’ was the main driver for advisor performance. These days ‘appropriate handle time’ better captures what customer-focused brands concentrate on. ‘As you goal them, so they behave’ goes the saying.

Given that, what are the key metrics you need to blend together as a scorecard that works for both your organisation and customers?

Join us for a free one-day masterclass with industry expert Martin Hill-Wilson and explore the pros and cons of all the main internal and external metrics and how they impact your contact centre performance. Key topics include:

What’s the value of metrics?
Aligning metrics with the culture you want to embed
Customer satisfaction versus customer effort versus Net Promoter Score. Which one is best for customers?
What’s the balance of metrics that helps understand advisor performance in the context of customer experience?
Which metrics help us understand overall contact centre effectiveness and value?

You’ll leave the workshop with your own notes, a copy of the presenters’ slides and the basis on which to design your own scorecard – the right balance of metrics to deliver your customer strategy

8:30 – 9:00 Registration and networking
9:00 – 9:45 Introducing the metrics framework for a balanced scorecard
9:45 – 10:15 Reviewing how your own metrics align with your key strategic aims
10:15 – 10:30 Networking break
10:30 – 12:45 Choosing your customer and advisor metrics
12:45 – 13:30 Networking lunch
13:30 – 14:30 Zendesk customer story
14:30 – 15:15 Understanding the major contact centre metrics
15.15 – 15.30 Networking break
15:30 – 16:30 Facilitated Roundtable: From measurement to improvement – Getting practical value from metrics
16:30 – 16:45 Event close