Major League Metrics in
Customer Operations
What Operations Executives can
Learn from America's Favorite Pastime

What can Customer Operations Executives learn from the way Major League Baseball teams are managed? Join your peers on May 9th for a Merced client panel and roundtable discussion on the transformative powers of Performance Management in Customer Operations. You're then invited to join us for a complimentary Chicago Cubs home game and a photo opportunity on the field!

Learn how world-class businesses leverage Merced to drive the same Performance Management principles used by leading Major League Baseball teams. You’ll hear how Merced clients achieve significant improvements in their contact centers, sales channels and service operations, including:

  • Customer Experience Improvement - 63% increase in customers reporting a "Perfect 10" experience
  • Service to Sales Transition - 9.4% relative increase in Revenue per Call
  • Employee Retention - 16% reduction in short-term unwanted Attrition

Join us to learn how performance management can improve the way your employees work, your leadership team manages, and your customers view your company and brand.

Event Logistics

May 9th, 2008 — Wrigley Field, Chicago, IL

12:00 PM — Registration and Complimentary Lunch

12:30 PM Introductions and — "Moneyball Metrics" in the Contact Center
Find out how Customer Operations Executives are increasing productivity, improving customer satisfaction and generating more revenue, by applying the same strategies Major League Baseball managers use to build their teams and win more games.

1:20 PM — 1st Pitch: Chicago Cubs vs. Arizona Diamondbacks

 

  

Merced Systems, Inc.
333 Twin Dolphin Drive, Suite 500, Redwood Shores, CA 94065
Telephone: 650.486.4000 Fax: 650.486.4001
www.mercedsystems.com | info@mercedsystems.com