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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…