Director Retail and Customer Care
Main Conference Day Two
Wednesday, September 11th, 2019
9:30 AM Keynote: Contact Centre measurements: driving operations, following hypes or true indicators of value generation?
As part of his 2018 book “Contact Centre Management”, Jan Smets studied how Belgian contact centre executives typically report on their activities towards the C-level. Do we systematically reinforce the value-contributing role of the contact centre, or do we portray ourselves as something less noble? Key take-aways include:
· Insights on how contact centres typically report their activities, get seduced by hypes and run a risk of operational bias.
· A critical self-reflection on the image we paint
· A fresh perspective on “The big picture”, attempting to settle the eternal debate on whether NPS, Csat, Esat, CES is the more appropriate indicator