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» 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


 

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919-403-0251

  • 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