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Fatal Flaws in Tech Solutions with Scott Hamilton
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…
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Top 5 Compliance Requirements with Tonia Brown
Tonia Brown, VP of Compliance at First Credit Services, gives you the top 5 compliance requirements in the latest episode of the Contact Center KPI Podcast! If you don’t have 20 minutes to listen or watch, here is a sneak peek at those requirements: 1. You need a knowledgeable compliance person in-house 2. A Compliance Management System…
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Dream Outcomes with Adam Saad
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…
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Outbound Contact Rate with Daniel Foppen
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…
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Leadership Principles with Mike Cowguill
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…
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QA Scores with Hannah Steiman
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins us to talk all about Quality and why it should be a top priority. Quality starts with the best agents and people. But you still need processes and technology to achieve those high scores. At Peak Support, they focus on root cause analysis. Their…
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Foundation of Company Culture with Peter Ryan
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…
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3 Parts of Agent Attrition with Berny Miller
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…
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AI First Resolution with Jon Ellsworth
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)…
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Agent Performance with Jordan Fleming
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…