Listen to the Latest Episode
-
How To Get Buy-In with Jessica Lockhart
|
20 MinutesWe know adopting new tech, especially AI, can be daunting. That’s why we asked Jessica Lockhart, Business Intelligence Director at Jeff Coat Law Firm, to break down her process for getting teams to buy into new tech. What she covers in this jam-packed 20 minutes: How to get leadership and ethics teams on board early Why experienced team members are often the hardest to convince (and what to do about it) Why onboarding AI tools should look a lot like onboarding a new hire What happens when you actually stick with a feedback loop If you’re looking to roll out
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.