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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…
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…
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,…
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…
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…