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Daniel Foppen, Head of Product & Product Marketing for Convoso, has over 20 years of CX experience and joins the Contact Center KPI podcast to share his predictions about outbound contact rate. Prediction #1: Customer service teams will be doing outbound dialing in the near future. Outbound is not just for sales teams. Customer service teams…
Jon Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joined us on the latest episode of the Contact Center KPI podcast. And we dove head first into AI with a new KPI called AI First Resolution. Here are two things you’ll learn from this episode: 1)…
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…
Brian Jeppesen, Director of Contact Center Operations at Landry’s Restaurants, has over 30 years of contact center industry experience. Today he is sharing that experience with you. We’re focusing on the customer and the return on the experience. If you want to learn how to make it easier for customers to do business with you,…
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…
Eric Sims, CX cowboy at Leading Edge Connections, joins us on the Contact Center KPI Podcast to discuss the highly requested topic – customer retention and churn. You’ll come away with Eric’s top action items when it comes to improving retention. One of his secrets starts right with your agents. Your agent’s happiness directly impacts…
Sean Moss, Co-Founder & VP of Scoutnet and StellaNStone.com, joined us on the Contact Center KPI podcast! Our KPI for this episode is Customer Lifetime Value (CLV). CLV is often complicated and most companies aren’t focused on it. They are focused on average handle time, first contact resolution, or other “leading” indicators. Sean says, “Keep…
Another episode of the Contact Center KPI podcast has dropped. It’s 🔥. Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution. Our second guest to choose this KPI 🙌 Here are a few key takeaways from this episode: 1) Know why you’re picking your FCR target…
John Hoyt, Associate Director of Operations Training & Quality Assurance at Kin, joined us on the Contact Center KPI podcast for another stellar episode. This conversation was all about Customer Satisfaction (CSAT) scores. John’s biggest piece of advice – consistency. Leaders tend to be reactive. But consistency, goals, and having a game plan can make…
Greg Reffner, CEO & Founder of Abstrakt, interviews our very first guest… John Walter, COO at ZMAXINC and host of the CX, AI, and Outsourcing Podcast. John crushes the first episode on Net Promoter Score. He dives into how he disagrees with how most companies measure NPS. “You can’t measure customer loyalty on a single…