Service as a Quantifiable Metric
Average Handle Time, Schedule Adherence, Wrap Time, After Call Work, Turnaround Time, Abandonment…sound familiar? These and many other metrics are lauded as the guiding principles that drive success in many contact center environments. These metrics typically allow for management of a P&L line items such as personnel and telephony. On the flipside, quality is often evaluated to ensure soft service is not short-changed as metrics are driven forward.
In this session you will learn how to invert the metrics to place an emphasis on quality as a P&L driver instead, how to measure quality objectively, and how quality can be used to materially improve the other key indicators. Please join us as we look at ways to turn convention on its ear, and explore methods for reshaping the contact center paradigm including calls, chat, and written correspondence. I’m not a lecturer, so please expect to be engaged in a fully interactive session.”
Lunch and networking 11:00AM-11:30AM
$30 Members / $35 Non-members
About the Speaker
Elye Sackmary, CPM, Vice President of Operations, Gila LLC d/b/a MSB
Elye has helped the company grow more than 300% since he joined the team in early 2004. He received a Bachelor’s of Applied Arts and Sciences from Texas State University at San Marcos, has graduated with Great Distinction from BAI Graduate School of Retail Banking, and has been recognized as a Certified Public Manager by Texas Governor Rick Perry. He is currently pursuing a Master’s of Science of Accounting and Information Technology also from Texas State.
His responsibilities include overseeing MSB’s state surcharge contracts and call center, merchant services and related customer support groups, and all back office payment processing and lockbox functions. He is active in the community as a professional member and sponsor for the Future Business Leaders of America and is also a member of the American Society for Public Administration and a life member of the American Academy of Certified Public Managers.
Prior to joining Gila, Elye managed call center operations teams at AT&T Wireless Services.