Are the Metrics You’re Measuring Boosting Performance?

Are you feeling confused, overwhelmed, uncertain when it comes to managing the metrics? Trust us; you’re not alone.

In a Contact Centre, we seem to have access to unlimited amounts of data, but here’s the question you need to ask. “Just because you can measure something, should you?

Metrics are in place to understand why performance is what it is – but they are not the final answer. Key Performance indicators (KPIs) and metrics serve as a way of measuring progress but too often we look at them solely as targets instead of a source of insight to determine how we can improve efficiency, the customer and agent experience. Sometimes we default to measuring and monitoring “what’s easy.” Another school of thought suggests we should focus solely on effectiveness. Call Centre performance measures often create conflicting goals for frontline staff.

In this workshop, we will examine how this happens and look at ways to align seemingly competing objectives.

We will also explore:

What to measure and why

Where to get the data

How to interpet the data

How to use KPIs and metrics to redirect behaviour, and

How to use metrics to recognize and reward solid performance

So, if you find yourself asking “what makes sense for us to measure in our Contact Centre?”-then this workshop is for you.

Date: Sept 25th

Time: 8:30am to 12pm at Rogers, 333 Bloor St., Toronto (Registration begins at 8:00am)

Cost: FREE

Agenda:

8:00am – Registration and Networking

8:15am - Introduction

8:25am – 9:55am - Measuring What Matters, Jane Finn and Deborah Morden, Contact Strategies

9:55am – 10:15am Morning Break

10:15am – 11:30am: Capacity Planning, Rogers

Sr. Analyst LT Workforce Planning: Ravin Gajie, Vagerethen Nadarajah and Varun Kucherlapaty,

Mgr. Enterprise WFM Planning , Victor-Jay Seal

Sr. Manager Capacity Planning , Vinita Singh

11:30am – Wrap-up

Capacity Planning in the Contact Centre Overview

What does success look like

Forecasting Timelines

The Basics Inputs

Staff Requirements

How do you measure the accuracy/impact of your Forecast?

Note: Parking and room directions will be sent to all confirmed attendees.

Many thanks to Rogers for hosting us for this amazing event!

Come join us on September 25th!