Eddie Vaca, CXperts COO Talks About KPI-Driven Decision Making

The 19th Annual Customer Contact East (A Frost Sullivan Executive MindXchange) program was held April 23-26, 2023 at the Marriot Harbor Beach Resort and Spa, Ft. Lauderdale with CXperts COO, Eddie Vaca as one of the keynote speakers.

KPIs or Key Performance Indicators refer to a set of quantifiable measurements that gauge a company’s overall long-term performance and identify areas that need improvement. These parameters specifically help determine a company’s strategic financial and operational triumphs vis-à-vis other businesses in the same sector.

But choosing which KPI is crucial enough for a company’s dashboard isn’t as simple as it seems. Picking out “KPIs that align with your goals and objectives” isn’t apparent from the get-go. Thus, selecting the KPIs that accurately measure progress toward your organization’s goals (and ultimately resonate with your target market), is key.

CXperts COO, Eddie Vaca, who spoke on Day 2 (Zone 3 portion of April 24th ) zeroed in on this concern together with Carolyn Borden, Senior Global Director of Learning Development and Quality (CXperts), Cary Danner, AVP (UHealth Connect, University of Miami Health System, Sean Minter, Chief Executive Officer and Founder (AmplifAI), and Scott Welch, Director of Contact Centers, (Lumen).

This topic was then closely connected to the other topics focusing on:

  • The future of people-based customer support (Zone 1);
  • Building, Maintaining, and Motivating the Workforce of the Future (Zone 2);
  • AI and the Future of Contact Centers, AX, and CX (Zone 4); and
    • Service as the Center of a Profitable
  • Customer Experience (Zone 5)

CXperts sponsored this event together with other thought leaders such as Genesis, Etech, Intradiem, and Thrio, to name a few.

Talk to us.

CXperts is a global provider of multichannel demand generation and customer engagement services.  We have presence onshore, nearshore, and offshore in the USA, the Philippines, Colombia, Guatemala, and soon, Mexico and South Africa.

We partner with companies to help provide exceptional customer care that builds brand loyalty through our brick-and-mortar centers and work-from-home models leveraging top resources from the areas where we operate.

CXperts is an omnichannel customer experience (CX) provider that delivers exceptional CX for brands of all sizes.  Our contact center solutions cover all facets of customer experience and business process outsourcing, from customer care, white glove services, and technical support to sales, collections, and back office.

Within our modern contact centers in the Philippines, Guatemala, and Colombia, we provide sustainable, life-changing careers to hundreds of CXperts around the world.  On top of that, our work-at-home solutions give brands the flexibility to benefit from a limitless pool of exceptional talent.