Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
2:20 PM Driving Agent Momentum: Revolutionising the Running of a Contact Centre through New KPIs and Measurement Models
Over the past 3 years, Trent Poupard, Head of Direct Sales & Service at Momentum Energy, has been slowly aligning his people and contact entre agents to a broader CX strategy.
Shifting their agents away from NPS and AHT, their focus today is on improving customer sentiment and assessing new KPIs. Reducing internal agents by roughly 60%, hear how Momentum Energy focus on upskilling team members with more complex enquiries, as well as investing in training and development programs.
- Delving into the key KPIs you need to implement to improve operational processes
- Utilising speech analytics and sentiment: how do we do this right?
- Monitoring first call resolution and how to get our agents improving customer interactions