IPMI Webinar: Operational Measures that Produce a Positive Customer Experience and Drive Organizational Success. Presented by Tammy Baker & Brian Wolff, Parker Technology
May 19, 2021 @ 2:00 pm - 3:00 pm EDT
Tammy Baker; Parker Technology & Brian Wolff; Paker Technology
Customer expectations change with time. Value drivers evolve. Are your key performance indicators (KPIs) measuring what is most important in today’s environment? Whether you’ve had a system of measurement in place for years or are just recognizing the need to implement new measures, this course will provide the direction you need to identify and implement a measurement system that hones in on critical interactions, drives better decision-making, and ultimately, boosts desired behavior.
- Demonstrate an exercise to translate organizational objectives and governing principles into measurable activities.
- Recognize how to gather input, obtain buy-in from key stakeholders, communicate objectives, and make results available in a manner that is easily accessible and understandable to those who need to act on the data.
- Apply best practices successful organizations use to make operational measures integral to daily decision-making throughout their organization.
Offers 1 CAPP Credit towards application or recertification.
Tammy Baker; Parker Technology
Tammy Baker is responsible for scaling Parker’s call center operations and technical services to support exponential growth. Prior to Parker, she held several management positions in customer service, product delivery, IT, warehouse operations, and inventory control. She earned a bachelor’s degree in organizational leadership and success from IUPUI.
Brian Wolff; Paker Technology
Brian Wolff has 30 years of business experience in parking, technology, and life sciences. Under his leadership, Parker has achieved multiple years of high growth, all while evolving a cloud-based platform to be infinitely configurable to meet the needs of varied parking operations. He has a bachelor’s degree in economics and German from the University of Michigan.