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How to Not Weaponize Metrics with Ali Joseph
Ali Joseph is the Founder of Savvy Service Pro and has over 15 years of contact center experience. On this episode she dives deep into operations and her specific Perform Framework that helps leaders set KPIs and improve agent performance. Step 1: Prioritize Metrics Identify which metrics you should measure that will drive growth/impact the…
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Agent Attrition with Jerry Ellis
Jerry Ellis, a call center guru, believes that agent attrition is a foundational KPI that is often glossed over. It’s just baked into your numbers, not many companies try to implement changes to improve attrition rates. But Jerry believes there is one thing that can drastically change this KPI. That’s engagement. Take the long way…
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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…