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Jerry Ellis, a call center guru, believes that agent attrition is a foundational KPI that is often glossed over. It’s just baked into your numbers, not many companies try to implement changes to improve attrition rates. But Jerry believes there is one thing that can drastically change this KPI. That’s engagement. Take the long way…
Scott 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…