Shopping

Guest
Merchandise Details
Breakout Session (1): Stop Playing Whack-A-Mole with Your Contact Center KPIs
Member Price$99.00
Non-Member Price$139.00
Merchandise Description

Stop Playing Whack-A-Mole with Your Contact Center KPIs

Alan Pendleton | President & Co-Founder | ArenaCX

Imagine constantly monitoring a control tower dashboard with 100 KPIs, watching which one goes into the red and focusing attention on turning it green. Since many KPIs are subordinate and interdependent, this can become an endless game of whack-a-mole. Organizations which create balanced scorecards based on customer and business outcomes instead of operational measures will be armed to make better decisions. Join Alan Pendleton from ArenaCX and learn how to separate the scorecard from the dashboard, using the former to assess overall health and drive the business and the latter to drill into tactical details.

THIS IS A RECORDING OF A HYBRID EVENT HELD IN OCT. 2021 AT THE NATIONAL SYMPOSIUM