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Do you run customer contact on Teams Calling + the Teams Queues app, but still feel like you're managing based on gut feeling?
You're not alone. Many Supervisors and Operations Managers suffer from Data Overload: reports that show what happened, but don't tell you what to do next when performance drops. The result? You end up firefighting, reacting when it's already too late.
It's time to stop measuring everything and start measuring what matters.
In this practical 35-minute session, we'll show you how to use 5 metrics that give you a clear, actionable view of performance, so you can move from reactive to proactive operations.
The 5 metrics: SLA, AHT, CSAT, Classification, ASR.
Why attend this webinar?
- Learn which 5 metrics actually drive decisions (and which ones to stop obsessing over)
- Connect KPI's to real business outcomes, not vanity numbers
- See how real-time visibility prevents problems before they escalate
- Understand the limitations in Teams Native Queue's App
- Get a practical checklist to evaluate your Teams contact center setup
- Learn how to turn data into immediate action
What you'll get:
A practical evaluation checklist to assess any Teams contact center solution, covering KPI operating model, real-time visibility, agent experience, supervisor effectiveness, and more. Use it immediately after the session to validate your current setup or evaluate new solutions.
What you'll learn:
- A simple "same-day" KPI routine using the 5 metrics to detect problems before they escalate.
- How to interpret SLA + ASR together at call/queue/agent level to prevent missed calls and queue breakdowns before customers notice.
- How to improve productivity without harming customer experience by fixing the process (handover friction, missing context, workflow delays) rather than blindly chasing AHT.
- How to turn CSAT into an operational coaching tool linked to queues and time windows, not just a monthly vanity score.
- How Classification creates a 'reduce demand' engine by tracking contact reasons, spotting trends, and prioritizing fixes that free capacity and improve both CX and EX.
Who is this for?
- IT Managers looking for better business alignment
- Contact Center Supervisors & Team Leads
- Operations Managers
Speakers:
- Patrick Scherbeijn
- Fabien van ‘t Woudt
Industry
Location
REGISTER
Do you run customer contact on Teams Calling + the Teams Queues app, but still feel like you're managing based on gut feeling?
You're not alone. Many Supervisors and Operations Managers suffer from Data Overload: reports that show what happened, but don't tell you what to do next when performance drops. The result? You end up firefighting, reacting when it's already too late.
It's time to stop measuring everything and start measuring what matters.
In this practical 35-minute session, we'll show you how to use 5 metrics that give you a clear, actionable view of performance, so you can move from reactive to proactive operations.
The 5 metrics: SLA, AHT, CSAT, Classification, ASR.
Why attend this webinar?
- Learn which 5 metrics actually drive decisions (and which ones to stop obsessing over)
- Connect KPI's to real business outcomes, not vanity numbers
- See how real-time visibility prevents problems before they escalate
- Understand the limitations in Teams Native Queue's App
- Get a practical checklist to evaluate your Teams contact center setup
- Learn how to turn data into immediate action
What you'll get:
A practical evaluation checklist to assess any Teams contact center solution, covering KPI operating model, real-time visibility, agent experience, supervisor effectiveness, and more. Use it immediately after the session to validate your current setup or evaluate new solutions.
What you'll learn:
- A simple "same-day" KPI routine using the 5 metrics to detect problems before they escalate.
- How to interpret SLA + ASR together at call/queue/agent level to prevent missed calls and queue breakdowns before customers notice.
- How to improve productivity without harming customer experience by fixing the process (handover friction, missing context, workflow delays) rather than blindly chasing AHT.
- How to turn CSAT into an operational coaching tool linked to queues and time windows, not just a monthly vanity score.
- How Classification creates a 'reduce demand' engine by tracking contact reasons, spotting trends, and prioritizing fixes that free capacity and improve both CX and EX.
Who is this for?
- IT Managers looking for better business alignment
- Contact Center Supervisors & Team Leads
- Operations Managers
Speakers:
- Patrick Scherbeijn
- Fabien van ‘t Woudt
Our speakers
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