The Metrics Gap: Your CX Strategy Suffers Without Tracking These Key Metrics

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Presented by

Genefa Murphy (CMO, Five9), Robin Gareiss (CEO & Principal Analyst, Metrigy)

About this talk

Metrigy CEO and Principal Analyst, Robin Gareiss, and Five9 Chief Marketing Officer, Genefa Murphy, will show you how to obtain and leverage the right metrics to boost customer experience and gain a competitive advantage. Backed by several studies with more than 2,000 IT, CX, and business leaders, Robin will give you real-world advice on what’s making top companies so successful. During this webinar, Genefa and Robin will discuss the following: - What are the top 5 KPIs you need to be measuring now? - How can you take those metrics and drive change within your organization? - To what extent do sales quotas play a role in the contact center, and which metrics should you focus on? - How can you correlate agent performance metrics with customer feedback to supercharge business success? - What technologies can automate and improve the process of data gathering and analysis?

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Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,500 customers worldwide and facilitating billions of call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.