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In the latest episode of the Contact Center KPI podcast, we dive into a powerful shift in one’s mindset: moving beyond KPIs and focusing on dream outcomes for businesses. Adam Saad, Founder & CTO of Tech Stack Advising, teaches you not only how to approach dream outcomes, but how to achieve them. Here are two things Adam…
Ready to look in the mirror? Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent episode of the Contact Center KPI podcast to dive into leadership principles. Mike shares some valuable lessons he’s learned along the way and we promise they will help you become a better leader. All…
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…
Jordan Fleming, CEO of smrtPhone, joined us on the Contact Center KPI podcast for a phenomenal episode on agent performance and his steps to coaching & training. Here is what you’re going to learn in this episode: 1) Three steps to agent coaching & training: I do you listen, you do I coach, you do…
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…
Clayton Drotsky joins us on the latest episode of the Contact Center KPI podcast! With 18 years of contact center leadership experience, Clayton is taking a different approach in today’s episode. We’re discussing the big picture and how leaders should approach KPIs! KPIs are usually decided on at the higher levels and then are communicated…
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…
This episode is a MUST LISTEN. Why? Chris Crosby, Founder & CEO of CX Ventures, joins us to talk about why KPIs today aren’t worth much and how each one can be “gamed”. He took a different perspective on KPIs and how companies should be focusing on the fundamentals instead. If you’re focused on the…
We had Rob Bayer, President & COO of Anomaly Squared, join Greg Reffner to talk all about SLAs. Why SLAs? Because it’s the definition of a true partnership and critical in creating overall customer satisfaction. What’s one thing that most contact center leaders overlook when it comes to positively impacting SLAs? Asking agents for their…