1<!DOCTYPE html>
2
3Anonymous
4/bestp
5/bestp/domrep.nsf
6B7B711853EB5570385256EF900706D24
8
9
10
11
12
13
140
15
16
17/bestp/domrep.nsf/products/may-2004-gbc-presentation-new-performance-metrics-to-drive-sales-federated-department-stores?opendocument
18
19opendocument
203.80.60.248
21
22
23www.best-in-class.com
24/bestp/domrep.nsf
25RAS



Access. Intelligence. Excellence

Advanced Search


» Products & Services » » R and AS Conferences » 2004 » May 2004: Driving Sales through Customer Service

May 2004 GBC Presentation: New Performance Metrics to Drive Sales (Federated Department Stores)

ID: GBC-P052004FKN

Published: Pre-2013

Delivery Format: PowerPoint

 

close

Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.

Buy Now

Direct access to this research is not included with your membership level.

 

919-403-0251
Schedule a Meeting

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • PRESENTER INFO
Bloomingdales’ and Macys’ have long been recognized as leaders in customer service.  Their in-store customer service leadership extends to their call centers as well.  Recently, Federated Department Stores has undergone a paradigm shift when it comes to which metrics they capture for their contact centers and why.  

Come learn which metrics they are measuring now, which measures they’ve replace as well as why and how this is impacting corporate performance.  Discussion will include: 

  • Performance consulting to get at root causes of performance problems;  
  • The use of Performance measures to identify areas of improvement and ensure that training content was being developed to meet objectives;
  • The use of external benchmarks to set goals;
  • Changes in hiring practices to meet newly set standards;
  • Change in operating standards used to drive desired performance results and communication; and
  • The overall performance evaluation process Results of this pilot program will be shared to demonstrate improved results tied directly to training programs.

Industries Profiled:
Retail


Companies Profiled:
Federated Department Stores

Kerry McBay
Director, Training & Development
Federated Department Stores



RELATED RESEARCH