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 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 20th 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 Colorado Rockies home game!
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.
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Event Logistics
May 20th, 2008 — Hotel Monaco, Denver, CO
1717 Champa Street
2:00 PM — Registration and Complimentary Snacks
2:30 PM — "Moneyball Metrics" in the Customer Operations
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.
3:30 PM — EchoStar/Dish Network: Performance Management Case Study
Hear how EchoStar used Performance Management to transform their operation
5:00 PM — Head to Coors Field for dinner and game
6:35 PM — 1st Pitch: San Francisco Giants vs. Colorado Rockies
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