5 Tips for Improving Call Center Agent Performance Using KPIs
Key Performance Indicators (KPIs) are essential for measuring and improving call center agents’ performance.
December 1, 2023
Key Performance Indicators (KPIs) are essential for measuring and improving call center agents’ performance.
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Chief Transformation Officer, CX Thought Leader & Business Transformation Strategist
Lydia James is a Chief Transformation Officer (CTO), CX Thought Leader, and Business Transformation Strategist, recognized for her ability to drive large-scale enterprise transformation, optimize customer Defense, Retail, and Automotive industries, helping organizations scale efficiently, enhance customer satisfaction, and future-proof their businesses.experience (CX), and implement innovative operational strategies. With over 20 years of leadership experience, she has successfully led multimillion-dollar transformation initiatives across the Department of
Industry Impact & Key Achievements
Transformation & CX Leadership
As Founder of The Pivot Solutions Group, Lydia partners with C-suite executives, corporate leaders, and high-growth businesses to implement scalable, customer-centric transformation strategies by:
✔ Developing strategic visioning frameworks that align operational goals with long-term business success.
✔ Implementing AI-driven automation & self-service capabilities to enhance efficiency, scalability, and cost-effectiveness.
✔ Optimizing workforce strategies & vendor partnerships to improve service delivery, operational agility, and CX excellence.
Lydia has successfully led enterprise-wide CX and digital transformation initiatives, including:
• Enterprise Tool Rationalization: Consolidated 20+ disconnected tools into 5 core platforms, enabling automation, enterprise-wide connectivity, and improved cost efficiency.
• Customer Data & Analytics Strategy: Established a centralized performance measurement framework, improving executive decision-making and predictive analytics capabilities.
• Product Innovation & AI Integration: Spearheaded a $10M+ investment in AI-powered contact center automation and self-service solutions, improving quality scores by 3% and enabling over 100K AI-powered evaluations monthly.
• Mergers & Acquisitions Leadership: Led service contract consolidation, technology platform integration, and operational streamlining, ensuring a cohesive employee and customer experience post-merger while maximizing efficiency and business value.
Executive Advisory & Industry Influence
Lydia serves on the Advisory Board for Customer Contact Week (CCW), a leading organization dedicated to transforming the world of CX. In this role, she provides strategic guidance on AI innovation, automation, and digital transformation, helping organizations redefine customer engagement through AI-driven solutions and predictive analytics. She plays a key role in shaping the future of intelligent customer interactions, next-generation self-service models, and the ethical application of AI in CX.
She is also a member of QEval’s Advisory Board, where she collaborates with industry leaders, policymakers, and data scientists to advance quality evaluation methodologies and AI-driven performance analytics. Her contributions focus on leveraging AI and automation to enhance quality assurance, optimize workforce efficiency, and drive continuous improvement in customer experience.
Recognized Thought Leader & Speaker
Lydia’s expertise has been featured in Women Worth Watching, CX Network, and CCWomen, where she shares insights on business transformation, leadership agility, and customer experience innovation. She was also named one of CX Network’s “20 Leaders to Watch” for her visionary approach to revolutionizing CX through AI-driven customer insights and data analytics.
She has been invited to speak at industry conferences, corporate leadership summits, and executive panels, sharing practical, data-driven strategies on business growth, transformation, CX excellence, and the impact of AI-driven automation and predictive analytics in shaping the future of customer experience and operational efficiency.
“Transformation isn’t just about strategy—it’s about leadership, vision, and execution. When leaders evolve, businesses thrive.” – Lydia James