Sponsored by

Smile CX logo

Las Vegas Convention Center

April 16th & 17th 2025

Apr 16 & 17 / 2025

LVCC, Las Vegas

Cheryl Odee Helm: Speaking at the Call and Contact Center Expo USA

Cheryl Odee Helm

Helm Communications, Inc.

Metrics that Matter: Ensuring Measurable Success in CX, EX, BO

As one contact center manager stated, “The great thing is we have so much data; the challenge is we have so much data!” Building a framework with metrics to measure success for the various positions (C, Manager, Supervisor, Agent, WFM, QA, IT, marketing, sales), along with all the access channels (voice, email, text, chat, IVR, Bots, social) is vital. This presentation discusses formulae and a framework to advance your organization.