As one of the very first power users of Conversational Intelligence as an Account Executive, Greg fell in love with how technology enabled his success. As Abstrakt’s leader, his vision and “why” is to help leaders and reps/agents stop being reactive.
Greg has gone from SDR to AE to Director of Sales to VP of Sales, and now CEO in just 8 years.
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. First call resolution (FCR) is…
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…
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. First Contact Resolution (FCR), also known as First Call Resolution, measures a contact center’s ability to…
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 thing to improve NPS, John recommends investing…
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…
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…
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 the contact center world. I can personally think back throughout my professional career, my time playing sports, and my…
Here is what a dinner date with four personality types and sales coaching software have in common. 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. They look like young, successful professionals…
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 course, the allure of…
At Abstrakt, we’ve analyzed over 10.2 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. Then you can tweak the…
Some of the requirements were ambitious and some of them were kind of silly. Honestly, to put it plainly, some of those decisions have caused us some problems. But when you’re starting a company, hindsight is always 20-20. Finding the perfect name is nearly impossible, but having a good name vs. a mediocre name can…
With the evolution of technology (especially in 2023), automation is all around us. We are partially right. Let’s explain why. Automation has a place, but also why we believe there will always be a human element – at least for the foreseeable future. “The global automation as a service market is expected to grow from…