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First Call Resolution with Tom Moskal
First Call Resolution 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 🙌 This episode is a must listen when it comes to understanding first call resolution and the impact it can have on your contact center. What is […]
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Customer Satisfaction Score with John Hoyt
CSAT and why it’s important 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 […]
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First Contact Resolution with Amas Tenumah
FCR and what you’re doing wrong 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. What is First Contact Resolution? First Contact Resolution (FCR), […]
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Net Promoter Score with John Walter
The Contact Center KPI Podcast is live! Our very first episode features John Walter, COO at ZMAXINC and host of the CX, AI, and Outsourcing Podcast. We dive into Net Promoter Score and how this KPI can give companies the insight they need to improve the overall customer journey. If you could only do one […]
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The Downside to Yerkes-Dodson and Parkinson’s Law in Call Coaching
Today we’re going to dive into the explanation of procrastination when it comes to call coaching and other tasks that shouldn’t take long but end up costing us hours each week. Have you heard of Parkinson’s law? If not… this is essentially what it is: If you have ever been given a deadline, and waited […]
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Why Google Bard matters (because my parents can explain it)
Here at Abstrakt, we knew about Google’s Bard back in 2020, even though it wasn’t formally released until February of 2023. We’ve been using Bard and the Language Model for Dialogue Applications (LaMDA) before it was cool. So when ChatGPT came out, and my parents (along with investors and customers) started asking us about its […]
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Top 5 Abstrakt Alternatives
Abstrakt was founded in 2020 by Greg Reffner. The idea was simple: provide a real-time solution to reps and agents. He spent many years as a sales rep and sales leader frustrated with coaching always being so reactive. Now Abstrakt’s real-time call guidance is helping teams across the world. That’s right, recommended responses are prompted […]
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Top 4 Balto Alternatives
The market has changed The buying process for software has changed. The power is in the buyer’s hands, the way it should be. Buyers are doing due diligence on a company before they decide to sign a contract. This means checking out their competitors to see what other options are available. Balto Alternatives Abstrakt Yes, […]
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Is our definition of Sales Coaching broken?
What is Sales Coaching? As we begin exploring these differences, I think the better question would be “What is coaching?” One must first have a basic understanding of what coaching is before applying it to the art and science of sales. I can personally think back throughout my professional career, my time playing sports, and […]
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What sales coaching and a dinner date have in common
Here is what a dinner date with four personality types and sales coaching software have in common. Story time to set the scene: Imagine you are a waiter at a high-end steak house in downtown Atlanta, Georgia. Let’s say it is Kevin Rathbun Steak. The hostess just sat a group of four in your section. […]
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Is software sales a good career in 2023?
Breaking into SaaS Sales Over the past couple of years, friends and family have expressed interest in learning more about how not only to break into software sales but also succeed in software sales. I can see why they are intrigued. The earning potential. The flexibility to work remotely. The career progression potential. And of […]
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Call Scorecard Templates
Why this call scorecard template? At Abstrakt, we’ve analyzed over 5.8 million calls and have customers across many industries. We’ve seen what works and what doesn’t work. That’s why we’ve put together this awesome template that you can steal. It’s formatted in a Google Sheet so all you have to do is make a copy. […]
