Patrick Ebrahimian

Director of Transformation UnitedLex Corproation

Day 2: Wednesday, December 2nd

Wednesday, December 2nd, 2020

12:00 PM Opening Remarks + Design and Deliver a Future-Proof Performance and Incentives Framework

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Fostering engagement through effective performance evalution and incentive-based systems is key to success in the contact center. 2020 shook up metrics, KPIs and "what good looks like" in a massive away. In addition, a more dispersed workforce has added a layer of unexpected challenge to traditional performance and incentive systems. In this session, Patrick Ebrahimian showcases his K-Performer performance and incentive model including how this model can support business continuity.