Listen to the Latest Episode
-
Fatal Flaws in Tech Solutions with Scott Hamilton
|
25 MinutesScott Hamilton, CEO of ARM Tech Advisors, joins us on The KPI podcast for the first episode of season 3! And we’re talking fatal flaws in tech solutions. But first, you have to address the people and process aspects of the business. Some great advice from Scott: 1) The way companies dive into voice analytics with technology is flawed. The words or phrases that companies choose to search for are far too generic. And frankly, people spend too much time thinking about this. There is always a new way to say things. When you search for yesterday’s phrases, you’ll miss
Previous Episodes
Top 5 Compliance Requirements with Tonia Brown
Tonia Brown, VP of Compliance at First Credit Services, gives you the top 5 compliance requirements in the latest episode of the…
Agent Performance with Jordan Fleming
Jordan Fleming, CEO of smrtPhone, joined us on the Contact Center KPI podcast for a phenomenal episode on agent performance…
Dream Outcomes with Adam Saad
In the latest episode of the Contact Center KPI podcast, we dive into a powerful shift in one’s mindset: moving…
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.