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Session 102: Contact Center KPIs: Back to the Basics

Todd Hixson  (Senior Global Capacity Manager, Hulu)

Linda Westendorf  (Vice President-Global Support & Operations, Hulu)

Date: Wednesday, September 8

Time: 11:30am - 12:30pm

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

The issue of not just what KPIs you should measure, but why, is a nearly ubiquitous challenge for contact center leaders. In this content-rich session, Hulu will share their KPI journey and provide practical insights to help identify challenges you may be facing in your contact center. Discover the three KPIs that impact your business most (as defined by you!) and how to swarm the issues you identified to create an actionable plan. And of course this effort is not a “one and one” – hear how Hulu infuses continual improvement into their process to ensure that they remain focused on the KPIs that matter most to their customers and shareholders.