CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

Session 202: Leveraging Contact Center Metrics to Drive Transformational Culture Change

Jeff Rumburg  (Managing Partner, MetricNet, LLC)

Location: Session Page in Platform

Date: Wednesday, October 6

Time: 2:00pm - 2:45pm

Pass Type: Digital Standard Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

Many contact centers struggle with change. They fail to grow and adapt as the industry itself undergoes transformational change. Most also still operate very reactively, lurching from one chaotic day to another, focusing primarily on service levels, while investing little time and energy into becoming more proactive and strategic. But metrics have the power to change all of that. By driving transparency and accountability to the individual agent level, and by establishing individual performance targets, metrics have proven time and again to be the linchpin of transformational culture change! Come join Jeff Rumburg as he presents case studies and benchmarking data that demonstrate that the goal of transformational culture change is surprisingly attainable simply by leveraging the right KPIs!