Discovering the Disconnects - Results and Objectives

A case study that focuses on aligning contact center performance metrics and corporate objectives.   This session addresses Vermont Teddy Bear's quality and overall customer service issues and their affect on agent performance and the revenue  of the company.  The discussion will include Vermont Teddy Bear's perception of the problem, the identification of the steps needed to rectify the problems areas taken by Envision, and the challenges that need to be overcome in order to improve agent performance and the bottom line.   

These challenges include: aligning call center goals with corporate goals such as establishing upsell and cross sell measurements, creating a workable evaluation template, untapping new revenue sources such as premiumn shipping, and establishing best practices for evaluating agents.