Overview
Join Dustin Meadows, Customer Experience Platform Owner at Coastal Waste & Recycling, as he shares how Performance Management became the single source of truth that transformed both agent trust and contact center results.
Learn how Coastal Waste unified agents, supervisors, and the C-suite around the same dashboard, built custom metrics that honestly represented the full scope of agent work, and drove handle rate from the mid-60s to 91.5% while cutting queue time from over six minutes to under two.
In this session, you'll hear:
- Why a single pane of glass matters most when agents, supervisors, and the C-suite all need to trust the same data
- How building custom metrics ensured agents were represented for the full scope of their work, not just part of it
- Why handle rate climbed from 64-67% to 91.5% year over year once the right data was finally actionable
- How queue time dropped from over six minutes to under two minutes using live and historical dashboards
- Why performance management had to scale alongside a company that grew from zero to 45 locations in eight years
Whether you're looking to build agent trust through shared data, or scale performance management alongside fast company growth, this testimonial offers a real-world look at what happens when everyone in the company sees the same story.