©2012 International Customer Management Institute. All Rights Reserved.   icmi.com | 800.672.6177
We’ve worked with the best©2012 International Customer Management Institute. All Rights Reserved.   icmi.com | 800.672.6177
The Call Center that m If it wasn’t for Leade©2012 International Customer Management Institute. All Rights Reserved.   icm...
Measurement Traps                          1. Focused on Self                          2. Looking Backwards               ...
It’s okay to focus onwhat’s in the box! ©2012 International Customer Management Institute. All Rights Reserved.   icmi.com...
Internal Measures                                                                          Why does the   Not Connected wi...
Too Much Time                                                         More Time On the    Spent Analyzing the             ...
Measures Put In                                                        Understand That   Place Because                    ...
“Wishful Thinking   Measures With                                                                          and Denial”   H...
Comparing Apples                                                       Give leaders the   to Watermelons and              ...
Agent Empowerment                                                      Outline the   Limited by the                       ...
Quality Monitoring                                                     Connect Quality to   Becomes a Numbers             ...
Ongoing Internal                                                       Leaders That Can   and External                    ...
Agents Can’t Make                                                      Educate Everything   the Connection to             ...
Reliance on After                                                      Engage Them to   Call Coding for                   ...
Thank you for attending!                                  Please remember to complete your                                ...
ICMI Selecting the Right Service Metrics for Your Center
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ICMI Selecting the Right Service Metrics for Your Center

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Determining which contact center metrics have the greatest impact on improving customer experience for your organization is a challenge. Join us to uncover techniques for identifying and differentiating between important transactional and experiential metrics. Learn how to use the information you gather to focus on where your organization should spend more time– and where to stop wasting time –creating an environment of continuous improvement, employee engagement, and customer delight.

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Transcript of "ICMI Selecting the Right Service Metrics for Your Center"

  1. 1. ©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  2. 2. Selecting the Right Service Metrics for Your Center Tim Montgomery CSG - Culture.Service.Growth. icmi.com | 800.672.6177
  3. 3. We’ve worked with the best©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  4. 4. The Call Center that m If it wasn’t for Leade©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  5. 5. Measurement Traps 1. Focused on Self 2. Looking Backwards 3. FAITH in Numbers 4. Gaming the Metrics 5. Sticking TOO Long - Harvard Business Review©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  6. 6. It’s okay to focus onwhat’s in the box! ©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  7. 7. Internal Measures Why does the Not Connected with customer care? the Customer or Competition©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  8. 8. Too Much Time More Time On the Spent Analyzing the Game Film and Score Moving Players©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  9. 9. Measures Put In Understand That Place Because Size Makes Call Everyone Else Does Centers Different It©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  10. 10. “Wishful Thinking Measures With and Denial” Holes That Lead to …Look Beyond the Excuses 4 Walls©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  11. 11. Comparing Apples Give leaders the to Watermelons and tools to COACH the the resulting solution AVERAGE©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  12. 12. Agent Empowerment Outline the Limited by the Behaviors First, Numbers Then the Drivers©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  13. 13. Quality Monitoring Connect Quality to Becomes a Numbers Improvement in the Game Entire Process©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  14. 14. Ongoing Internal Leaders That Can and External Coach to the Process Changes, Exceptions and but Static Goals Change©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  15. 15. Agents Can’t Make Educate Everything the Connection to About the Driver the Why and the Real Results©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  16. 16. Reliance on After Engage Them to Call Coding for Help Fix the Process Front-line Feedback – and Reward Them©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
  17. 17. Thank you for attending! Please remember to complete your session evaluation! Timm@CSGemail.com 210.687.2714©2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177

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