What metrics REALLY make your contact center money?

How do you manage those metrics?

In this lunch n’ learn we will boil down the countless metrics in your environment to the key metrics that boost productivity, improve customer satisfaction, and increase quality while making your agents as profitable as they can be.

The proven leader in Enterprise Business Analytics & Reporting, HardMetrics, will present this engaging and enlightening session in “Moneyball” fashion.

A little homework – if you haven’t seen the movie yet, watch it before the event!

You will also learn about:

1) Enterprise Measurement – How to combine Contact data with other critical parts of the Enterprise

2) Efficiency - Start at the Top and make sure you can get to the Details

3) Trending - Disparities & Variances are a GOOD thing

4) Speed Matters - Speed to Implementation, to Discovery and in adjusting to Environment changes.

We hope you’ll join us as SCATA starts off another year of great events. Learn about what ATA has planned for the year and meet your chapter board members.

For this special kickoff event, contact center executives receive FREE admission and a FREE delicious lunch at Killer Creek.

Speaker: Joe Przybylowski
Joe is the VP of Implementation & Services at HardMetrics. He has worked in the contact center space for more than 17 years. As part of his experience, Joe has run and/or worked with contact centers for companies such as IBM, Motorola, Sallie Mae, Estee Lauder, Nationwide, AAA and BCBS. Joe is a recognized subject matter expert in marrying up performance management technology with process improvements focused on behavior modification in Contact Centers. Prior to joining HardMetrics, Joe was the Director of Operations at Verint/Witness. He resides in the Philadelphia area with his wife and three children.