The most important contact center metrics are: satisfaction, customer experience, quality assurance and revenue growth -- but the most measured is “call handle time.” Hmmm.
Randy Leiker is the vice president of client development at Integrity Solutions. With almost 30 years of experience serving the insurance and financial services industry, Leiker's passion is helping companies manage change. From expansion into new markets for growth to restructuring current operations to better serve clients, the one constant is people. Leiker has helped companies build the processes and procedures for foundational success while creating and implementing training programs to ensure sustained success.
His consultative approach and experiences as a VP of Sales, Division Manager, and Zone Training Coordinator have helped him engage business owners, market leaders, and industry partners, asking the right questions to determine the true pain point and dream state.