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.

Cheryl is a sought-after speaker, educator and independent consultant in Contact Center Operations and Technology.

Her practice assists clients in defining their Contact Center technology roadmap, preparing RFPs / RFQs, vendor selection and often PM in the implementation. She created a Technology Selection Matrix that enables decision-making to be streamlined, fair, collaborative, and provides the C-Level with impartial, sound evidence for choosing the correct technologies and vendor partners.

A focus of her practice is creating contact routing designs that meet the needs the customer and business, while ensuring the design provides accurate statistics and reporting for moving the organization forward. Cheryl uses a balanced scorecard approach to providing meaningful metrics to measure improvement and success.

Those who recommend Cheryl say she is “passionate” about seeing her clients succeed.

Cheryl works with organizations across the globe and with a broad range of industries: insurance, finance, hospitality, government, service desks, mobility, retail.

Cheryl Odee Helm

Helm Communications, Inc.

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

About Cheryl Odee Helm