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Another Contact Center KPI episode has dropped and Peter Ryan is this week’s guest! Peter is the Founder & Chief Analyst at Ryan Strategic Advisor and has over 20 years of experience in the contact center consulting world. Company culture discussions seem to be missing within the contact center community and Peter is here to help you set the…
Berny Miller, who has over 20 years of experience in contact centers, joins us to focus on agent attrition. But this conversation dives into so much more. It was hard to narrow down which three points we wanted to share! If you like what Berny has to say below, we HIGHLY suggest listening to this even…
Have you heard of GigCX? Well Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss the gig economy for contact centers. Nate discusses the productivity stats of traditional W2 agents vs. 1099 gig workers. The results are fascinating. If you’re looking to move towards a gig model or hire an outside agency, Nate shares his…
Today’s guest on the Contact Center KPI podcast is Oliver Catt, Founder of The Cattalyst. We talk all about agent attrition. A touchy subject in the contact center world. Here are three things you’ll learn from Oliver’s episode: 1) It can cost 105% of an employee’s salary to replace, recruit, and train and new person…
This week’s guest is Dan Smitley, 20 year workforce management industry expert, and he is diving into service level and occupancy. Service level is focused on the customer experience. Occupancy is focused on the business & agency experience. This is why they have to be measured together to get the best results! Most contact centers only…
Aaron Slavin, a compliance call center expert with over 10 years of experience, joined us on the Contact Center KPI podcast to share his secrets on balancing employee safety with operations. Key takeaways from the episode that you don’t want to miss… 1) Have a threat matrix in place. Know exactly when to escalate incidents. 2)…