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Leadership & KPIs with Clayton Drotsky
How Leaders Should Approach KPIs Clayton Drotsky joins us on the latest episode of the Contact Center KPI podcast! With 18 years of contact center leadership experience, Clayton takes a different approach in today’s episode. We’re discussing the big picture and how leaders should approach KPIs! Key takeaways from Clayton Drotsky 1. KPIs are usually…
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QA Feedback Form Template
Why this QA feedback form? A QA feedback form is simply a list of questions that helps you evaluate whether or not your agents are following their scripts, being professional, and representing your company correctly. While there are a variety of forms you can use, our customers have seen the most success with these three…
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Service Level and Occupancy with Dan Smitley
Why Service Level & Occupancy? Dan Smitley is a 20 year workforce management industry expert and knows the difference between focusing on both service level and occupancy can make versus just one of the two KPIs. It provides a baseline for both the customer experience and the agent experience. Without one, you can’t have the other.…
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How Call Coaching Software Can Help Elevate Your Career
Call Coaching Software & Your Career You might be thinking… How is software going to help me develop my career? We have two sides to this. If you’re an agent, call coaching software can help you hit your KPIs which in turn can lead to a promotion. If you’re a supervisor, it can do the…
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Balancing Safety & Operations with Aaron Slavin
Why Safety & Operations? Aaron Slavin, a compliance call center expert with over 10 years of experience, joined us on the Contact Center KPI podcast to share his secrets on balancing employee safety with operations. The compliance world is not always the “fun” thing to talk about, but ensuring employees are safe while maintaining a…
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In The Age Of AI, An Agent’s Soft Skills Still Matter
Background on agent’s soft skills In the recent past, the commitment to enduring work from home setups appeared as an unstoppable trend, something that would last forever. Today we see a mirroring of the widespread belief that artificial intelligence (AI) will imminently make numerous contact center job roles redundant. However, there is a noticeable parallel…
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How Real-Time Call Guidance Software Addresses Everyday Problems in Call Centers
Solving problems with call guidance software We all know everyone is trying to be “more efficient” and “more effective” with their time. It’s no different from call centers to software sales to home repairs. For the VP of Operations and other Operations leaders, you are probably constantly seeking innovative solutions to enhance agent performance, improve…
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Customer Retention & Churn with Eric Sims
Why Customer Retention & Churn? 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…
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Why Should Call Center Leaders Think About Investing In Real-Time Quality Assurance Software
Call Center Leaders & Quality Assurance Software We get it – running a call center is no walk in the park. Juggling between keeping your team motivated, ensuring customer satisfaction, and hitting those KPIs is a real challenge. But we have a secret for you. Yes, we are talking about our software but we’re going…
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Is Agent Assist Software Too Complicated?
Agent Assist Software We’re going to dive into the transformative power of agent assist software, but from a different perspective than you’re used to reading. Agent assist has shaped the future of the front lines at contact centers, but most companies are still missing something. But before we jump into that. We need to talk…
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How Contact Center Software Improves Your Company’s Growth KPIs
Contact Center Software & KPIs The role of contact center software has become pivotal for companies aiming to streamline their customer interactions and operations. The old-school ways of Excel spreadsheets and Word documents are in the past. Software is taking over and for a good reason. Let’s say you’re a VP of Operations, optimizing KPIs…
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QA Scorecard Templates
Why this QA scorecard template? At Abstrakt, we’ve analyzed millions of 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…