Listen to the Latest Episode
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Vendor Implementation Failures with Irina Hollatz
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20 minutesOn the latest KPI Podcast, Irina Hollatz digs into what really causes tech rollouts to fail and why it’s not always the vendor’s fault. Irina is the Founder of RightWFM and Host of WFM Unfiltered Podcast. Don’t have time to listen? Here are the key takeaways: Most failures stem from mismatched expectations. Buyers don’t know what to ask, and vendors don’t probe deep enough. Accountability matters more than blame. Owning the problem builds trust and speeds resolution. Write everything down. Requirements, limitations, expectations. Put it in writing before contracts are signed.
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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.