As support teams scale, the same KPIs that once drove clarity can quickly become constraints. Average Handle Time, CSAT, and First Response metrics tell part of the story, but not the full picture of what modern, customer-first teams need to thrive. In this keynote, Daniel Bunton, Head of Customer Support at Cleo AI, will explore his team has rethought their performance frameworks to balance efficiency with experience, data with empathy, and scale with human motivation. He'll discuss: - Evolving KPIs beyond ticket-based metrics to measure engagement, learning, and customer value. - Gamifying agent performance to create healthy competition and continuous improvement. - Designing review frameworks that celebrate outcomes, not just activity. - Leveraging automation and AI to free agents for higher-value interactions while maintaining accountability and transparency. Walk away with a blueprint for scaling your support organisation powered by modern metrics that inspire your team, delight your customers, and grow your business sustainably.