The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact? When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019. Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.

1. Contact Center Metrics That Matter
Nate Brown Nicolas Rodriguez
With: Moderated by:
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2. A global market leader in business communications powering more than two
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4. About Nate Brown
Nate Brown is on a quest to improve the customer experience through creativity, knowledge, and hard work. In
addition to being the Co-Founder at CX Accelerator, Nate is the Director of Customer Experience at UL. A
relationship builder with a flair for execution, he is known for bringing a unique energy to the table that engages
employees and takes teams to the next level. While Customer Service is his primary expertise, Nate is able to
leverage experience in professional services, marketing, and sales to connect dots and solve the big problems.
About Nicolas Rodriguez
Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long
Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical
industries before joining the team at Aggregage. His background includes event production, political op-eds &
reporting, stand-up comedy, and podcasts.
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Q&A
Nicolas Rodriguez
With: Moderated by:
Co-Founder, CX Accelerator
Linkedin: /in/cxaccelerator/
Twitter ID: @CustomerisFirst
Email: CXAccelerator@gmail.com
Website: cxaccelerator.com
Nate Brown
Editor, Aggregage
Linkedin:/in/masadluffy/
Twitter ID: @CXUpdate
Email: nicolas.rodriguez@aggregage.com
Website: aggregage.com
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