WORKSHOP: CHOOSING KPIs: Nine common mistakes and how to avoid them

  • February 16, 2011
  • 7:30 AM - 9:00 AM
  • Law Courts Inn, 800 Smithe St, Vancouver
  • 6


  • price includes a Full, hot breakfast and HST.
  • price includes a Full, hot breakfast and HST.

Advance registration and payment is required. Cancellation: 72-hour notice.


Nine common mistakes

and how to avoid them

There are days when contact center analysts, supervisors and managers must feel like they're staring at the same indecipherable waterfall of data. The many, various and complex systems that make up the modern contact center form a fount of metrics that never runs dry; they collect information on virtually every measurable aspect of a customer interaction, how it was handled, and by whom. That's why managers are increasingly turning to Key Performance Indicators (KPIs) - those essential measurements showing how the contact center is impacting the company or organization's business goals. While the process of choosing and/or defining KPIs is critical to effective performance management, it's important to be aware of (and thus hopefully avoid) a few common mistakes.

In this engaging and informative session, you'll learn:

  • Why KPIs determine what metrics you should use, and not vice-versa
  • Why your search for better metrics should start in the executive wing, not the contact center
  • The different ways in which "standard" metrics aren't so standardized
  • How fixed targets can hamper a dynamic skills-based call handling strategy
  • How to use KPIs to stop the tug-of-war between competing metrics
  • The seven attributes of good reporting and analysis solutions that enable effective KPIs


Christopher Rouse,
Director of Marketing, Symmetrics

Christopher Rouse is a seasoned marketer with over 15 years of experience in a variety of technology-related companies. Prior to joining Symmetrics, was Vice-President of Marketing for Delano Technology Corporation, a customer relationship management software company, where he managed a $13 million marketing strategy encompassing sales training, leads management, advertising, public relations, and marketing communications. Prior to Delano, Chris was Vice-President, Marketing for InfoCast Corporation, a pioneer in software-as-a-service (SaaS) for contact centers. He began his career in business intelligence as a product manager for pioneering business intelligence products GQL and PaBLO, one of the earliest web-enabled query, reporting and OLAP solutions.  He has published articles worldwide in Data Management Review, Enterprise Middleware, Insight, and Sybase Server Journal UK. He holds a BA and an MBA from Queens University, and has been a guest lecturer on sales strategy for the Queen's MBA for Science and Technology.

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