In a changing business environment, where customers are better informed than ever, call centers take on an increasing strategic role and must strive to enhance customer experience while increasing sales and reducing operating costs. Call centers can be turned into profit centers by aligning metrics focused on service, quality, efficiency, profitability, and employee development.
The Call Center Performance and Productivity, September 12-14 in Dallas, Texas address the latest call center metrics. It will show how a well-integrated operation can use workforce management, coaching, e-learning, performance management, speech analytics, and surveys. In addition, attendees can learn how internal customers are relying on the business intelligence coming out of contact centers and strategies for customizing reporting strategies to meet the needs of stakeholders.
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