A Simple Metric that Can Drive Incredible Efficiencies AND Customer Satisfaction - Agent Contact Resolution (ACR)
Thursday Nov 13, 12:00 PM – 1:00 PM EDT — RECORDING
One issue that bothers many of us: many of our metrics sound good in theory but are difficult to measure. We’d like to tell you about a metric that is both easy to measure (requires no surveys!) and goes to the core of what our customers want. ACR is that measure. Further, we will chat about what happens when we tell agents about ACR, show them their performance, and measure for ROI. We can also show you (in a live Power BI demo) how management can use it as a tool to spot outliers and to fine tune their operation. Not only that, but we promise we will discuss NO AI. None at all.
Presenters:
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Ric Kosiba, Real Numbers
Ric is an engineer, who tripped into the call center industry about 25 years. He started a contact center planning company, called Bay Bridge Decision Technologies in 2000, and he has probably seen more contact center strategic plans than anyone on earth. He’s worked at Interactive Intelligence, Genesys, and Sharpen. He holds a Ph.D. in Operations Research and Engineering (algorithm building) from Purdue University (Go Boilers!) and is an expert in contact center modeling, analyses, and management.
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Tony Graczyk, Assistant Director - Engagement Center WFM at Principal Financial Group During his 20 years in the
workforce management arena, Tony Graczyk has helped contribute to a share of
the contact center strategic plans that Ric has reviewed. His
full tenure in contact centers has been with Principal Financial Group where he
is currently the Assistant Director of Workforce Solutions. Many have
said that workforce management is a true blend of science and art – Tony seems
to have been living that blend for a while with a major degree in Biology and a
minor degree in music (saxophone). I guess it was only natural for
him to find his way into the contact center to put both successfully into
practice. Tony loves to discuss contact center and WFM operations, and he
is a member of the SWPP advisory board.
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