Successful customer service teams are skilled at measuring and optimizing a wide variety of Key Performance Indicators (KPIs) designed to ensure their call centers are providing excellent customer service. But for smaller businesses that may be just ramping up service and support teams, the job of selecting which KPIs to focus on and then determining the appropriate level of performance for each is often confusing. Questions like “how do I create an SLA?” "what is an acceptable wait time?” or “what is an acceptable dropped call percentage?” are often asked.

In this webinar, you will learn the answers to those questions and many more. Join Art Schoeller, Principal Analyst at Forrester Research and Richard Dumas, RVP Demand Marketing to find out what small businesses can learn from successful call centers about establishing and measuring performance metrics.

You will learn:

  • What service levels you should strive for when getting started
  • How to measure abandoned calls
  • How to determine an appropriate average handle time for calls, emails and other interactions
  • How to establish individual and team objectives
  • What is an NPS score and what score should you consider to be acceptable vs exceptional
  • Why and how to measure customer effort

About the presenter

Art Schoeller – Vice President and Principal Analyst at Forrester Research

Art Schoeller's 35 years of experience span the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping it establish its early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.

Richard Dumas – RVP Demand Marketing, NewVoiceMedia

Richard is an experienced software marketing leader. He has been a frequent speaker at call center and customer service events and has written for sites like NoJitter and Social Times. In 2014, he was named one of ICMI’s top contact center thought leaders on Twitter. Prior to NewVoiceMedia, Richard served as director of product and solution marketing at Five9. While at Nuance Communications he led the release of the company's first VoiceXML IVR applications.

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