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Performance Management, Contact Center Analytics, Goals and Scorecards


Presented By: Sharpen

Live Date: August 13, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Vice President of Product, Sharpen

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About the Webcast

In this webcast we bring the concepts of attributes of solid contact center performance metrics and performance management to life with impressive real-world results and actual contact center analytics.

We’ll discuss:

  • Setting goals and measuring performance.
  • The attributes of an effective scorecard, first by defining the attributes of a single great contact and then developing the appropriate statistics to cleanly measure agent performance. 
  • How to use performance metrics as a driver of improving your contact center.

Good performance measures leads to great feedback, which in turn leads to performance improvements, as well as better executive decision-making and routing improvements. 

About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic 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.

Adam Settle, Chief Experience Officer, Sharpen Technologies

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.