Ever feel like most of what you measure in the contact center is about looking back, not looking ahead? Quality assurance evaluations on day-old customer interactions, dashboards showing averages from the past hour, and survey results from completed contacts. Familiar? You’re not alone. Many contact center leaders are stuck in a routine of reactive management. Something happens and they respond to it. It's better than nothing, but is it what's best? Probably not.

This session is for contact center leaders who want to break the pattern of reactivity and discover ways to be more proactive and strategic in how they measure and manage their business. Attendees can expect to learn how to better categorize the metrics within their center, discover ways to shift their focus to predictive measures of success, and gain insights on how to effectively get their teams engaged and bought in. If you're tired of measuring the same things and expecting different results - this session is for you!