Measuring performance is critical in the contact center. Most organizations “measure” but are they the right measurements and what actions are called for? This track will help managers and directors determine and validate what is critical to measure, and how to translate such measurements into effective performance plans for both the center and the individual agent.  Expect immediate performance improvement after attending any of the sessions on this track.

303: Move the Needle: Learn the Right Way to Conduct Outlier Analysis to Improve Any Performance Metric in Your Customer Contact Operation (Part 1)
Judi Brenstein Director, COPC Inc.

403: Move the Needle: Learn the Right Way to Conduct Outlier Analysis to Improve Any Performance Metric in Your Customer Contact Operation (Part 2)
Judi Brenstein Director, COPC Inc.

502: The Right Agent in the Right Seat with the Right Tools: How Technology Enables Dynamic Allocation
Gary Praznik EVP/COO Global Consumer Services, iQor

503: Coaching for Customer Experience & Motivation Results
Melissa Kovacevic Founder, CommPlan Contact Center Consulting

603: Creating a High Performance Contact Center Environment
Anne Slough Director, Sales and Service Practices, LSA Global

703: Multichannel Contact Center - Strategies for Success
James Bradley Director of Network Services and Telecommunications, Palm Coast Data and Kable Media Services Wendy Mikkelsen Senior Product Marketing Manager, Avaya

803: Is Your Call Important to Me?
Catherine Gauthier Human Resources Manager, Symbiose Customer Contact Center

903: The Art and Science of a Strategic Coaching Culture
Kimberly Mitchell CEO, InterWeave