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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…
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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…