Sales Metrics That Really Matter
Murcott, Brown and Morris to Address American Teleservices Association

Fort Worth, TX (March 7, 2011) – Identifying and utilizing the right sales measurements can drive business results while fostering a rewarding culture that boosts customer service to new heights. Mary Murcott, CEO of NOVO 1 contact centers will co-present with Chris Brown, SVP of Frontline Performance Group at the American Telemarketing Association (ATA) annual convention being held March 13-16, 2011 in Phoenix, Arizona. Their presentation entitled, The Secret Sauce – Sales Metrics That Really Matter,” will be moderated by Angela Morris, President of Quality Contact Solutions, Inc.

“Without the right sales metrics in place, companies can’t access real-time feedback to sustain performance improvements” said Murcott. “Successful sales teams require superb planning and consistent performance tracking to achieve optimal results and identify missed opportunities.”

Murcott, Brown and Morris will define key metrics, describe the formulas to calculate their impact on performance and explore real-life case studies of contact centers that have implemented the right sales metrics and sales goals. They will also describe pitfalls that include: singular metric focus, incentive complexity, low performer fixation, assuming incentive understanding and communicating percentages. “The proper use of key metrics and incentives can result in significant new revenue streams, improved customer satisfaction and enhanced customer loyalty” said Brown.

What: The Secret Sauce- Sales Metrics That Really Matter
Who: Mary Murcott, CEO, NOVO 1 contact centers; Chris Brown, SVP, Frontline Performance Group; Angela Morris, President, Quality Contact Solutions, Inc.
Date/Time: Monday, March 14, 2011; 10:30 – 11:30 a.m.
JW Marriott Desert Ridge
5350 East Marriott Drive
Phoenix, Arizona

About the Speakers
Mary Murcott is CEO of NOVO 1, an international keynote speaker and author of “Driving Peak Sales Performance in Call Centers”. She is a contact center futurist and authority on sales, operations, workforce planning, and first contact resolution. NOVO 1 is a leading customer contact center with operations in Fort Worth, TX, Billings, MT, Waukesha, WI, and Holland, MI. The company has more than 1400 employees and generates annual sales in excess of $43 million. NOVO 1 is recognized for delivering the ideal customer experience for their clients with American-based solutions that reduce complexity through a proprietary Customer Obsession Program and Smart Desktop technology. Find out more online at www.novo1.com.

Chris Brown has helped businesses in over 100 cities across North America dramatically improve their service, sales effectiveness and profitability. Brown possesses 22 years of service and sales experience in a dozen industries and across all four traditional sales platforms. He has delivered more than 200 seminars for clients worldwide, and is a prominent writer in several trade magazines. Brown is SVP for Frontline Performance Group, a leading sales consulting business based in Winter Park, FL www.frontlineperformancegroup.com.

Angela Morris is President and Founder of Quality Contact Solutions and QCS At Home. As an industry leader, she is recognized as one of the leading operations and performance management experts in the call center industry. She frequently speaks and writes about improving call center performance and how to ensure regulatory compliance. Her company is based in Omaha, NE www.qualitycontactsolutions.com.

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Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com