In this candid, story-driven session, I'll take you inside our transformation of a struggling legal intake contact center—one plagued by inefficiency, high turnover, and a lack of accountability—into a high-performing, mission-driven team aligned with KPIs, culture, and customer-centricity.

This session isn't theory—it's what actually works. I'll share the exact steps we took to overhaul processes, implement meaningful KPIs, and redefine leadership from the frontline up. We'll also explore how we leveraged technology—like Salesforce, custom allocation tools, and integrated QA dashboards—to streamline operations, track real-time performance, and drive smarter decision-making.

Using case-study storytelling, interactive discussion, and open Q&A, attendees will walk away with practical strategies and tech-driven insights they can apply immediately, regardless of industry or contact center maturity.

We'll explore how to build a culture of ownership, empower team leaders, and strike the right balance between structure and flexibility to drive continuous improvement—without burning people out. This is a session for practitioners who want results.

Takeaway

1. Practical frameworks to rebuild or realign your contact center culture around mission, values, and accountability.
2. Step-by-step breakdown of implementing meaningful KPIs and performance management tools.
3. Real-world examples of training, QA, and coaching methods that boost productivity and morale.
4. Engagement strategies that empowered team leaders and agents to take ownership of results.
5. How to balance structure with flexibility to drive continuous improvement without burnout.