Webinar: Rethinking Operational KPIs

Many organizations rely on older conventional key performance indicators (KPIs) that are often not based on proven statistical concepts and don’t account for technological advancements to improve those measurements. Using an example of contact centers handling traditional calls and newer digital interactions (like chat, apps, etc.), we’ll look at how to rethink about measuring performance for these different types of interactions in a way that is more statistically reliable and more holistic of the customer’s journey.

Matt Hansen
Matt Hansen

About Matt Hansen

Matt Hansen is Master Black Belt in Lean Six Sigma (LSS) who has led continuous process improvement work for over 25 years. He's designed & led multiple corporate LSS certification programs and founded StatStuff.com (the only free online source for complete LSS training), which is used by many universities and endorsed from leaders at Amazon, Apple, eBay, Bank of America, Honeywell, Wells Fargo, Dell, Intuit, etc. He currently serves as a Principal Data Consultant with NICE, the leading global provider of software solutions for customer interactions.