Non delivery of metrics is creating stress and anxiety across every day in all roles in contact centres across this fair land. This session takes a look at the history and future of the Contact Centre metric landscape and helps you determine what measures are right for your ambitions.

Takeaways:

1. Understand the history of the metrics landscape in contact centres
2. Highlighting the unintentional consequences of single track metric focus
3. How to give your metrics a health check
4. Inject the right impetus across your business to change any vanity metrics
5. Practical ways to consider metrics within your CI focus