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Las Vegas Convention Center

26th & 27th April 2023

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

Apr 26 & 27 / 2023

LVCC, Las Vegas

Lina Delgado Cano: Speaking at the Call and Contact Center Expo USA

Lina Delgado Cano

CPG Customer Care Expert, People Leader, Client Advisor  -  American Customer Care

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?