[Webinar] Metrics that Measure Strategic Account Management Organization Effectivenes

[Webinar] Metrics that Measure Strategic Account Management Organization Effectivenes

[Webinar] Metrics that Measure Strategic Account Management Organization Effectivenes

In a business world characterized by fierce global competition and account demands, an organization needs strong and well-founded signals that indicate when key objectives are being met or when trouble is on the horizon. Unfortunately, most Strategic Account Management (SAM) Programs are evaluated by the sales numbers they post. While sales numbers, usually defined as revenue increases, are critical measurements, there are additional key metrics to consider that give valuable insights to the probability of achieving or not achieving all organizational sales objectives. This webinar will outline the following seven critical metrics that, when measured at the organizational level, will enable any sales organization with a focus on strategic accounts to evaluate the success of their SAM Program: 1) Account Loyalty Index 2) Team Effectiveness Rating 3) Team Financial Operating Ratios 4) Opportunity Improvement Index 5) Relationship Penetration and Alignment Index 6) Top Account Revenue Improvement Ratio 7) Hi-Value Activity Performance Index.

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6 Tips to Improve Call Quality Monitoring

Call quality monitoring is essential to the efficiency of a contact center. Given the high volume of customer service interactions on any given day, it’s critical to establish methods for analyzing and implementing best practices to both improve areas that need work and acknowledge the methods that are working well. Here are six essential tips for improving call quality monitoring...
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