"Call" centers are now "Contact" centers, with multiple channels a client can connect with you and your business. Special guest, David Raia, will be joining us as we examine this new world and discuss the following:

Identifying and selecting Key Performance Indicators for multiple channels
Tracking Multichannel Metrics - Tools and Tricks
Efficiency (Cost) and Effectiveness (Quality) Balanced Scorecard Groupings in a multichannel Center
Calculating Multichannel Occupancy and Utilization to avoid Double Counting
Robbing Peter to pay Paul - Utilization overlap and the impact of Overtime
Cost per Contact - The Final Frontier

David Raia bio:

Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada.

He has successfully delivered People, Process and Technology Improvement projects for Contact Center functions that include: Sales and Service, Credit and Collections, Campaign Management and CRM Strategies and Tactics. He and his project teams have met or exceeded Business Case commitments in each completed engagement. His areas of expertise include Virtual Consolidations, Market Segmentation, Contact Management, Quality Assurance, Agent and Supervisor Training, Reporting and Performance Management and related workforce optimization.

Mr. Raia has been a featured speaker on many of these topics at a variety of national Contact Center and Management Seminars.

Multi Channels at the Contact Center

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