Overview
Join Dustin Meadows, Customer Experience Platform Owner at Coastal Waste & Recycling, as he shares how his team transformed performance management from basic reporting into a culture of accountability, engagement, and continuous improvement.
Learn how Coastal Waste built a scalable performance model using customized metrics, dashboards, performance scoring, gamification, and sales performance measurement to give agents and leaders clear visibility into what drives success.
In this session, you'll learn how to:
- Build meaningful performance metrics that reflect your business goals
- Create accountability through shared visibility and performance scoring
- Increase engagement with gamification and transparent performance insights
- Extend performance management beyond customer service to measure sales performance
- Apply a proven framework to scale performance across teams and drive measurable business results
Whether you're looking to strengthen accountability, improve operational performance, or build a true performance culture, this customer-led session offers practical strategies and real-world results you can apply in your own contact center.