Naved Khan

Formerly Head Customer Experience & Operations – Global Service Delivery eBay A/NZ

Workshop Day: Wednesday, 26 February 2020

Wednesday, February 26th, 2020

12:30 PM Breaking Down Metrics, Scores and Concepts when Evaluating the Success of your Contact Centre

Ebay's Naved Khan, will deliver an in-depth workshop helping all contact centre and operation leaders break down the different scores and metrics that should be incorporated when evaluating the contact centre.

Naved has over 20 years’ experience in redefining metrics and operational processes. It is here he will guide attendees in learning new ways to understand your operating model for improved CX and agent engagement.

What Will This Workshop Cover:

This workshop will have both senior and junior managers determine agent effort scores, promotion rates, screen resolution rates and questions to qualification scores. By piecing these metrics (and more) together managers and senior leaders will be able to have a more holistic and in-depth view of their contact centre. This in turn will assist in determining the key investment areas that must be considered to improve the contact centres operating structure and CX function.

Discussions on key KPIs within organisations will include:

  • Silence % (the amount of time agents speak to the customer during an interaction)
  • Screen to resolution rates
  • Customer and Agent effort scores
  • Digital/Self-Service abandonment
  • Supervisor approval ratings


Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

2:55 PM Revealing the New, Key KPIs For Retaining Customers and Driving Overall Profit at Ebay

This case study will look at the key ways your business can improve customer advocacy and loyalty. With customer experience and insights remaining the overarching vision for the company, it is here you will learn how to future proof your customer journey and contact centre.

And, in turn, drive profit.

  • Future proofing your customer strategy while reducing operational costs through effective process improvement capabilities
  • Understanding the new techniques to improving customer insights: Identifying the opportunities to improve the overall contact centre performance and delivery strategy
  • Maintaining effective governance of the contact centre costs, ensuring staff incentives are in line with new reward policies 


Check out the incredible speaker line-up to see who will be joining Naved.

Download The Latest Agenda