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How to Not Weaponize Metrics with Ali Joseph
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25 MinutesAli Joseph is the Founder of Savvy Service Pro and has over 15 years of contact center experience. On this episode she dives deep into operations and her specific Perform Framework that helps leaders set KPIs and improve agent performance. Step 1: Prioritize Metrics Identify which metrics you should measure that will drive growth/impact the company. Just because you’ve always been measuring CSAT scores doesn’t mean you should keep doing it 🙂 Step 2: Focus on Development Sponsorship versus mentorship mentality. Leaders need to build different types of structures to help agents progress in their careers. But most importantly… do
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The Origin of the Podcast
Since 2023, The KPI Podcast has been a deep dive into the world of KPIs and their impact on contact centers and customer experience.
Each episode explores the reason behind KPIs, ways to successfully impact them, and even what not to do.
Tactical advice that you can use today. Not just high-level strategy.
Greg Reffner (the host) interviews industry experts, business leaders, and technology innovators who bring real-world insights into optimizing contact centers.
Guests range from compliance officers and QA specialists to CX leaders and AI pioneers, all sharing practical advice and success stories.
The KPI Podcast is perfect for leaders, managers, and professionals looking to understand how to improve customer interactions, boost agent performance, and drive better business outcomes.