june, 2020

10jun9:25 AMEXECUTIVE INSIGHTSContact Centre Measurements: Driving Operations, Following Hypes or Indicators of Value Generation9:25 AM Rockstar Insights: Jan Smets, Director Retail and Customer Care, bpost

Event Details

As part of his 2018 book “Contact Center Management”, Jan Smets examines how contact centre executives typically report their activities towards the C-level. Do we systematically reinforce the value-contributing role of the contact centre?

Key Take-Aways:

  • Evolution in role and positioning of the contact centre
  • Insights on how contact centre typically report their activities, get seduced by hypes and run a risk of operational bias. A critical self-reflection on the image we paint
  • A fresh perspective on “The big picture”, attempting to settle the eternal debates on whether NPS, CSAT, ESAT, CES is the more appropriate


(Wednesday) 9:25 AM

Rockstar Insights

Jan Smets, Director Retail and Customer Care, bpostSince early 2016, Jan Smets heads bposts mass channels: the physical network, customer care contact centers and digital channel.