Enkata Advisory Board Member Vijay Mehrotra to Host Workshop on Improving Contact Center Performance at ICCM Canada 2007

Dr. Vijay Mehrotra, advisory board member at Enkata,  a leading provider of on-demand performance management solutions, will lead a workshop at the International Contact Centre Management (ICCM) Canada show on Monday, October 22. Prof. Mehrotra, who also teaches at Decision Sciences Department at San Francisco State University, will provide attendees at the workshop “Improving Contact Center Performance: Best Practices for Leveraging Operational Data to Reduce Costs and Build Loyalty” with insight into how call centers must adopt a new mindset and develop new metrics for measuring success.

Prof. Mehrotra will discuss some of the biggest performance challenges today’s call centers face and provide the key metrics organizations need to use in order to take action to improve the performance and cost effectiveness of people, processes and technologies. As part of his workshop, Prof. Mehrotra will introduce attendees to valuable operational processes, including call center performance management (CCPM) technology and the accurate measurement of first call resolution (FCR). To illustrate his points, Prof. Mehrotra will be providing case studies of Enkata customers who have demonstrated success following these approaches, as well as engage attendees with interactive tutorials and hands-on exercises.

Monday, October 22
Professor Vijay Mehrotra’s Workshop:
“Improving Contact Center Performance: Best Practices for Leveraging Operational Data to Reduce Costs and Build Loyalty”         
1:00 p.m. – 5:00 p.m., Room 206B

Today, customer-facing organizations need to adopt a new mindset and new performance metrics for their customer service. However, leveraging multiple sources of customer and operational data to meet the dual challenges of reducing call volume and optimize performance while increasing customer satisfaction presents significant challenges. Attendees of Prof. Mehrotra’s workshop will learn how to quickly target and correct the common causes of service issues that drive increased call volumes, dissatisfaction and churn. They will also understand why data related to upstream processes such as billing and claims is just as critical to improving contact center performance as information generated by ACD, IVR and CRM systems. In addition, they will learn that performance metrics that every contact centre manager should care about, including true “first call resolution.”

Prof. Mehrotra will be available during the conference for press interviews. To schedule a briefing or a teleconference before or after the event, please contact enkata@schwartz-pr.com.