Webinar: Don't Fix What Ain't Broke: Using KPIs Effectively

Many leaders use key performance indicators (KPIs) to set targets and measure their operational performance. But if they don't understand how the interdependency between KPIs and other lurking variables affect their processes. Then the time and money they waste on "fixing" an unbroken process may end up breaking that very process. We'll look at many examples of KPI interdependencies and lurking variables that are frequently overlooked in the processes and customer experience (CX) measurements at contact centers.

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Matt Hansen
Matt Hansen

About Matt Hansen

Matt Hansen has led continuous process improvement work for over 20 years and has been a Master Black Belt in Lean Six Sigma (LSS) since 2008. The projects Matt has led have found over $150 million in benefits. He's designed & led 3 corporate LSS training/certification programs as well as founded StatStuff.com (the only free online source for complete LSS training), which has received glowing endorsements from top leaders at companies like Apple, eBay, Bank of America, Honeywell, Wells Fargo, Dell, etc.