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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…
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First Call Resolution with Tom Moskal
Another episode of the Contact Center KPI podcast has dropped. It’s 🔥. Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution. Our second guest to choose this KPI 🙌 Here are a few key takeaways from this episode: 1) Know why you’re picking your FCR target…
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Customer Satisfaction Score with John Hoyt
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…
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First Contact Resolution with Amas Tenumah
Another episode of the Contact Center KPI podcast has dropped 💥 Our special guest is Amas Tenumah – Author, Consultant, and Co-Host of The Contact Center Show. We’re talking all about FCR (First Contact Resolution). Yes, we are expanding beyond calls and touching on how important FCR is across all channels. Amas left us with…
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Net Promoter Score with John Walter
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…