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Call Center Performance Productivity & Metrics BrochureCall Center Performance Productivity & Metrics Brochure
Download the brochure for full session details and speaker line-up

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  • The Ultimate Call Center Metrics ListThe Ultimate Call Center Metrics List
    Choosing which contact center metrics to focus on is as much art as science. A metric that might work for one contact center might be useless to another. For this reason, we are not presenting a “best metrics” piece or a “top metrics” piece, but simply a lengthy list of the most feasible metrics to track.
  • Call Center Execs Discuss Metrics & ProductivityCall Center Execs Discuss Metrics & Productivity
    Three speakers at the Call Center Metrics Summit share their insight ahead of the event. Judy Brown, Manager, Customer Experience, American Airlines discusses 'Metrics to Improve Customer Experience', Steve Ellis, Senior Director Customer Care, EyeMed, discusses Motivating & Measuring Employee Performance', and Lynn O’Neill, Corporate Vice President, New York Life Insurance, discusses Best Practices for Call Center Hiring.
  • Current Attendee ListCurrent Attendee List
    Download a list of who is currently attending the Call Center Performance, Productivity & Metrics event. More are signing up daily.
  • Past Attendee SnapshotPast Attendee Snapshot
    Last year’s inaugural Call Center Performance, Productivity & Metrics Summit was so successful; we’re bringing it back once again. Here’s a list of who attended last year.

PresentationsPresentations

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InterviewsInterviews

  • Best Practices for Speech AnalyticsBest Practices for Speech Analytics
    Jamie Morin, Senior VP of Client Operations at WEX, has a distinguished background in customer service, project management and marketing. WEX, a public company that is one of the leading providers of corporate payment solutions, recently made an investment in adopting speech analytics. In this interview, she discusses the benefits of incorporating speech analytics with enterprise feedback management, new contact center technologies, and training tips.
  • Recruiting and Retaining EmployeesRecruiting and Retaining Employees
    In this interview, Lynn O’Neill, Corporate Vice President at New York Life, discusses recruiting and retaining employees in the customer service space using metrics and other strategies.

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  • Convince Your Boss LetterConvince Your Boss Letter
    Do you need manager approval or funding to attend the Call Center PPM Summit? Our customizable letter will help do the job.

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