The Virtual Summit

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Improving Your Customer Operations With the Right Metrics and Analytics

Tuesday Jun 8, 2:00 PM – 3:00 PM EDT — Sign up for Events

Learn how quantifying agent performance and improving your dashboards can help improve customer service and employee satisfaction.

We often rely on our old standby metrics and reports. But slicing and dicing your metrics in novel ways can show you some very interesting things, like opportunities for targeted training and better organization of your workforce.

This session walks you through the attributes of the most common performance metrics. We discuss how measuring the right metrics in interesting ways can help agents and leaders remove risk in their decision-making process and head down the path of performance success. In this session you’ll learn:

  • The attributes of the most common performance metrics - and if they make sense for your business;
  • How including performance management in the core functionality of your contact center platform can drive customer satisfaction standards up;
  • What contact center and operations leaders can do to reduce risk and realize tangible (obvious) ROI in their daily operations.


Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Sharpen.Ric_Kosiba                Ric Kosiba, Chief Data Scientist, Sharpen Technologies
Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.