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Gig Economy for Contact Centers with Nate Nammour
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…
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Agent Attrition with Oliver Catt
Today’s guest on the Contact Center KPI podcast is Oliver Catt, Founder of The Cattalyst. We talk all about agent attrition. A touchy subject in the contact center world. Here are three things you’ll learn from Oliver’s episode: 1) It can cost 105% of an employee’s salary to replace, recruit, and train and new person…
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Customer Experience Score with Brian Jeppesen
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,…
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Leadership & KPIs with Clayton Drotsky
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…
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Service Level & Occupancy with Dan Smitley
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…
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Balancing Safety & Operations with Aaron Slavin
Aaron Slavin, a compliance call center expert with over 10 years of experience, joined us on the Contact Center KPI podcast to share his secrets on balancing employee safety with operations. Key takeaways from the episode that you don’t want to miss… 1) Have a threat matrix in place. Know exactly when to escalate incidents. 2)…
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Customer Retention & Churn with Eric Sims
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…
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There Is No “Good” KPI with Chris Crosby
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…
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Service-Level Agreements (SLAs) with Rob Bayer
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…
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Customer Lifetime Value with Sean Moss
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…