Faith LeGendre of Webex "Schools" me on Call Centers and Metrics

As much as we like to think Social Media is this "leading edge"  technology, there is still much to do in our industry.  That's probably why I get infuriated when people refer to Social Media platforms as a "commodity".  This is no time to rest on our heals.  Instead we need to look at mature industries to see how they have evolved. 

I was lucky enough to get some time with Faith Legendre, who is the Sr. Global Consultant in
Customer Advocacy at Webex.  Prior to Webex, Faith was Vice President of Training at 1-800-FLOWERS.COM. Ask Faith about Call Centers, and Training, then get comfortable because you can't exhaust her on the subject.  Faith and I are definitely of like minds on measurement.

One of the things that impressed me the most in our conversation is how call centers have evolved in the number of metrics they track.  It makes perfect sense. Call centers are a barometer of customer satisfaction, product quality, and a whole list of other things.  Faith talked to me about the volume of information they tracked at 1-800-FLOWERS.com and it reminded me of my days as an analyst at the Toronto Stock Exchange.

Here's what I took away from our call.  While Social Media has improved dramatically in measurement, the breadth of social media dictates that we provide an even broader option of metrics.  Dashboards, dashboards, dashboards.  Its not enough for us to create dashboards for each of our best practices, we need them by industry and customer type.  Dashboards summarize metrics in a way clients can read the "health" of their business.

Watch for more on this, there is still much for me to digest on the topic.


  • Comments (0)
  • Permalink
  • Print

Comments | Add Comment

Faith LeGendre of Webex "Schools" me on Call Centers and Metrics

As much as we like to think Social Media is this "leading edge" technology, there is still much to do in our industry. That's probably why I get inf...
more »

    » Follow Us

    Photo Gallery

    Tag Cloud

    RSS Feeds