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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Pre-7: Foundations in Service and Support Metrics

Justin Robbins  (HDI Business Associate and Founder, Metric Sherpa)

Location: Cedar Ballroom 255

Date: Monday, May 1

Time: 8:30 am - 5:00 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only

Session Type: Training

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.

This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.

What You’ll Learn
  • Understand how metrics can help you measure and achieve success
  • The primary categories of contact center metrics
  • Methods for driving buy-in and adoption of key performance indicators
  • How to keep metrics evolving into your contact center’s future

Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass bundle.