 Major League Metrics in the
Contact Center
What Contact Center Managers can
Learn from America's Favorite Pastime
What can Contact Center Managers learn from the way Major League Baseball teams are managed? Join your contact center peers on May 14th for a customer panel and roundtable discussion on the transformative powers of Performance Management in your Contact Center. You’re then invited to join us for a complimentary Texas Rangers home game with a special guest appearance by a Ranger alumnus who will sign autographs and discuss Moneyball Metrics!
Learn how world-class operations use the same Performance Management principles that Billy Beane used to build the Oakland A’s, to achieve significant improvement in their Contact Centers:
- 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 find out how performance management can change the way your agents work, your operation runs and your customers view your company and brand.
|
Event Logistics
May 14th, 2008 — Rangers Ballpark, Arlington TX
11:30 AM — Registration and Complimentary Buffet Lunch
12:00 PM Introductions and — "Moneyball Metrics" in the Contact Center
Find out how Contact Center Managers are applying new measures and processes to increase productivity, customer satisfaction and revenue — the same way Billy Beane built the Oakland A's and changed baseball forever.
12:15 PM — Performance Management Roundtable
Discuss and learn from your peers how Performance Management is transforming their operations.
1:05 PM — 1st Pitch: Texas Rangers and Seattle Mariners
|
|
