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!