This document summarizes Siemens Enterprise Communications' presentation on contact center metrics, goal setting, and benchmarks. It describes two options for customized presentations or webinars on these topics that Siemens offers to contact centers for free, with no sales content. It provides contact information for Dennis Hauser to discuss setting up one of these presentations and emphasizes that Siemens was awarded best in both unified communications and IP contact centers by Nemertes Research in 2011.

1. Siemens Enterprise Communications
“I Didn’t Go To School For This…”
Contact Center Metrics, Goal Setting and Benchmarks
Presented by:
Dennis Hauser CCSE
2011 Nemertes PilotHouse Awards
- IP Contact Centers
- Unified Communications
© 2011 Siemens Enterprise Communications, Inc.
Siemens Enterprise Communications, Inc. is a Trademark Licensee of Siemens AG.

2. 9+ Years of Networking Events
Over the past nine years,
hundreds of contact
center managers,
directors and VPs have
attended our free contact
center networking events
in cities around the
country and scored them
4.5+ on a 5-point scale.

3. Customized Presentation
On post-session satisfaction surveys, >95% of attendees
would recommend the Siemens Contact Center
Networking Event to a colleague.
In addition, some attendees ask if we could bring the
presentation to their location so more folks could benefit.
Which we have done on an “ad hoc” basis…until now.

4. Option One
Onsite / Webinar Lunch & Learn
Scheduling our two hour program for contact center and non-
contact center staff gets “everyone on the same page”, helps
jump-start your new contact center initiatives, strengthen teams.
• Metrics and goals…ASA, FCR, SL, AHT…what is best for your enterprise?
• Why "benchmarking" and "six sigma" could be the wrong things to focus on in
your contact center.
• How to calculate the value of a lost call...which could be the MOST important
thing to do.
• Learn who is really to blame for not meeting your First Call Resolution goals.
• Why having EXTRA staff is more cost-effective than being "lean and mean".
• …and much more!

5. Option Two
One-on-One Webinar
Ever wish you could get “a second opinion”…for FREE?
• Metrics, goals and reports…what’s valuable, what’s not.
• Agent scheduling & quality monitoring best practices, incentives & motivation,
work-at-home agent considerations, how to blend all the different media types
into your contact center.
• How to communicate to non-contact center colleagues that having EXTRA
staff is more cost-effective than being "lean and mean".
…and much more!
Very few of us went to school for customer service / contact center
management…schedule your personal two-hour session and “steal” great
ideas that have been discussed in 9+ years of networking events!

6. Small Print
NOT a sales presentation…no product information will be presented.
FREE…there is no charge for the team or individual presentation.
Fully customizable…will work with you to make sure the presentation
content is relevant to your contact center current state and future goals.
You do not need to be a current Siemens customer.
To reiterate: There is no cost or obligation and no sales content. All we ask
is that when/if your realignment calls for updated technology & services
that we be given an opportunity to provide a proposal to meet those
needs...we are very confident that our contact center applications provide
the best price/performance on the market!

7. Next Step…
Contact Dennis Hauser to talk through program details and
evaluate if the lunch & learn would be valuable for your team.
www.LinkedIn.com/in/DennisHauser
dennis.hauser@siemens-enterprise.com
847-598-3897

8. Recent Siemens News
For their annual PilotHouse award, Nemertes Research conducts annual benchmarking in-
depth interviews and electronic surveys with over 2,000 IT executives, asking them to rate the
vendors they use.
Siemens Enterprise Communications beat every other vendor in 2011 in BOTH the Unified
Communication AND IP Contact Center categories!