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good afternoon everyone and thank you for coming to ICC is contact center metrics that matters webinar our presenters today will be Mohan Nair and Patrick BOTS from dpi Corporation and just an overview of the webinar today Mohan will be exploring tactics and strategies that most organizations use when devising a tangible management system involving contact centre metrics he will cover the most commonly used in high-performing organizations to drive revenue increase the overall customer experience while building customer and loyalty he will discuss how some of these strategies have yielded hard savings for the bottom-line while engaging frontline employees and their line managers a case study of a real-life contact centre will be studied and how you can incorporate some of these into your program Patrick will elaborate further with details on these metrics that links these metrics to any contact centre environment with the application designed to drive performance with the relative eas