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Session 305: Data-Driven Performance Management in Your Contact Center

Pedro Reyes  (Senior Director of Customer Service Operations, Blackhawk)

Location: Session Page in Platform

Date: Wednesday, October 6

Time: 3:45 pm - 4:30 pm

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

Track: Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

Delivering on the expectations your customers have today relies on a carefully orchestrated strategy behind the scenes. First, you have to focus your contact center team on the right work using actionable metrics you trust. Then, you need to accelerate their performance by giving them visibility into how they're doing. Oh, and now you have to do it all while you're still figuring out what post-pandemic life looks like long-term. Easy, right? In this session, see how fintech giant Blackhawk Network used metrics to manage team performance and align agents towards defined targets. Then, hear how senior director of customer service operations, Pedro Reyes led his multi-national contact center teams to improve handle times by +8%.