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Customer Retention & Churn with Eric Sims
Eric Sims, CX cowboy at Leading Edge Connections, joins us on the Contact Center KPI Podcast to discuss the highly requested topic – customer retention and churn. He wanted to take a step back and look at the bigger picture when it came to KPIs and that’s customer retention and churn. 1. Your agent’s happiness…
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There Is No “Good” KPI with Chris Crosby
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 fundamentals of your operation like… Are your…
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SLAs with Rob Bayer
Rob Bayer, President & COO of Anomaly Squared, joins 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. A service-level agreement (SLA) sets the expectations between the service provider and the customer. It goes over the services to be delivered and…
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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
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…
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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
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…
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Net Promoter Score with John Walter
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…
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Lose the Distractions & Get to Work
Taylor Stevens, Client Success Lead at NextPatient, joins us to talk about the transition to the startup world and how… The first piece of advice is communication. If you aren’t on the same page as your Founder(s), it makes your … Plus we talked all about how & when to grow your team …
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Starting from scratch & building your future
Making the decision to join an early-stage startup is already risky, but to join and build a thriving Customer Success function (with no CS background)… that’s bold. But that’s what Matt Hensler, Founder & Executive Consultant at inswing, did. He pivoted from marketing to customer success. However, his agency background of knowing how to provide…
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Making the Leap from Corporate to Startup
Taylor Stevens, Client Success Lead at NextPatient, joins us to talk about the transition to the startup world and how… The first piece of advice is communication. If you aren’t on the same page as your Founder(s), it makes your … Plus we talked all about how & when to grow your team …
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Think like a Founder, it’s more powerful than you realize
Have you ever heard someone say “ownership mentality”? … It’s … Jen Spencer, CEO of SmartBug Media, joined us on The Startup Sidekick podcast to talk … explains the difference between the different stages of startups and where you might fit best based on your personality & work ethic.
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