May 14, 2012
-- Gone are the days were contact centers simply answered and responded to calls. In a changing business environment, where customers are better informed than ever, call centers take on an increasing strategic role and must strive to enhance customer experience while increasing sales and reducing operating costs. At Call Center Performance, Productivity & Metrics
experts and Six Sigma
pros will provide insights into this new world and show how to align the latest metrics focused on service, quality, efficiency, profitability, and employee development.
To register visit http://www.callcentermetricsevent.com
The need to measure in order to manage will be picked up by keynote speaker Tom Graves, Director, Customer Service, Carolina Biological Supply
. The call center expert will take his audience behind the scenes of contact center routine and give insights on how to achieve great success by incentivizing and rewarding staff while providing the highest level of customer service.
Other early confirmed speakers who will share their rich experience on how to hit the road to call center excellence include Six Sigma
Pro Marc-Antonie Cooper, Director, Customer & Business Services, Watershed Management
, Justin M. Robbins, Manager, Training & Guest Experience, Hershey Entertainment & Resorts Company
, City of Atlanta Department and Eric Galvin, Vice President, Call Operations & Strategy, CIGNA Corporation
Over three days, Call Center Performance, Productivity & Metrics
will analyze nearly every facet of measuring and maximizing the performance and productivity in call centers. In addition the event invites its attendees to engage with peers through interactive sessions, networking opportunities, and in-depth workshops all tailored to specific channel needs.
For more information visit http://www.callcentermetricsevent.com
, call 1-800-882-8684 or email courtney.green@
About the IQPC
provides business executives around the world with tailored practical conferences, large scale events, topical seminars and in-house training programs, keeping them up-to-date with industry trends, technological developments and the regulatory landscape. This year alone, IQPC will produce more than 1,500 events globally. Founded in 1973, IQPC now has 14 offices across six continents.