Membership Brainstorm on Adapting KPIs and Metrics to Align with (EX) and (CX) Transformations

A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Moderator:
Chris Goostree, Contact Center Leader

Join your fellow members in a brainstorming session exploring the metrics that matter in the new digital frontier. As a group, we will share insights into the KPIs that drive both customer and agent experiences.

Key Brainstorm Challenges:

• Ease of Use (Customer and Agent)
• Efficiency vs Quality
• Is Self-Service truly the goal?