Las Vegas Convention Center

16th & 17th March 2022

10AM - 5PM WED & 10AM - 4PM THUR

Mar 16 & 17 / 2022

LVCC, Las Vegas

Beth Ziff: Speaking at the Call and Contact Center Expo USA

Beth Ziff

EVP, Customer Engagement  -  American Customer Care/Premiere Response

Rethinking KPIs: Do They Say Anything about Customer Effort?

Let’s ditch standard metrics! Operational efficiency or brand health metrics tell us little about the customer experience. Do you believe effective service contributes to revenue growth? Contact Center Leadership needs to measure what’s most impactful and shine a light on the business value of exceptional service – to think beyond staffing and operational metrics and partner with marketing, the C-Suite, legal, product development, e-commerce, etc. Why don’t we focus on Customer Effort?