Darryl Flores Ignites a New Age in Call Center Performance Metrics

With over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his Senior Management has said "show me." As a result, his experience in developing unique approaches and distinctive metrics to prove the value of the call center is generous. These "show me" opportunities come in to play when asking for staffing, technology and process changes. Further, other divisions within a company’s call center can "show" Senior Management their statistics, which enables support from across the enterprise in meeting goals.

At last week’s 11th Annual Call Center Week conference in Las Vegas, Flores led a masterclass workshop titled "Metrics And Processes: Identifying And Implementing The Right Indicators And Process Updates To Lead Your Call Center To Prosperity." He had participants up out of their chairs enthusiastically sharing, learning and questioning their own understanding of call center KPIs and metrics.

Flores led a powerful session discussing some of the challenges of outdated call center metrics and why we need to re-evaluate existing ideas on old metrics. He shared best in class case studies to illustrate what new companies are doing to measure the performance of their call center representatives.

Flores had participants sharing success stories on extraordinary customer service in addition to challenges in call center management. He also led a powerful discussion on the relevance of the call center metric average handle time.

In this podcast interview Flores speaks about the masterclass workshop including key learnings, trends in some of the participating call centers, and why call center metrics need a make-over. Don't miss this podcast with one of the leading thinkers in call center metrics today.