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QA Scores with Hannah Steiman
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins up to discuss QA scores and quality as a whole. Quality starts with the best agents and people. But you still need processes and technology to achieve those high scores. 1. Perform a root cause analysis of all unsatisfied customer calls. At Peak Support,…
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The Role of Automation in Call Compliance
Debt collection agencies and law firms face mounting pressure to stay compliant with ever-changing regulations. The rise of automation and artificial intelligence (AI) has added new layers of complexity, with decision-makers needing to balance innovation with adherence to stringent compliance requirements. Understanding how automation can aid in call compliance is essential for these organizations as…
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Improving CSAT Scores with Agent Assist & Quality Management Software
Leaders play a vital role in managing customer expectations and satisfaction regardless of whether they talk to them over the phone or not. Whether you’re in financial services, insurance, or home services, the competition is fierce. Customer expectations are higher than ever and achieving exceptional customer satisfaction is no longer just a nice-to-have… it’s a…
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Foundation of Company Culture with Peter Ryan
Peter Ryan is the Founder & Chief Analyst at Ryan Strategic Advisor and has over 20 years of experience in the contact center consulting world. Company culture discussions seem to be missing within the contact center community and Peter is here to help you set the foundation to help you get it right. 1. Start with internal…
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20 Call Center Cheat Codes
It’s not always possible to be at the top of your game 100% of the time. That’s what cheat codes are for. Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. We suggest focusing on one or two at a time. Once…
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3 Parts of Agent Attrition with Berny Miller
With over 20 years of contact center experience, Berny Miller joins us to dive into agent attrition and broke it down into three things. When it comes to agent attrition, there is no one size fits all. But Berny has a solid method that can help you turn things around starting today. 1. Step back…
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2024 Market Study
Over the past six months, we’ve seen a change in the marketplace. But instead of just telling you there has been a change, we are revealing the details so that you can put them into action today. If you’re interested in our 2023 Market Study, view that here. 1. Customer satisfaction rates increased by 22%…
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AI First Resolution with Jon Ellsworth
Jonathan Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joins us on the latest episode of the Contact Center KPI podcast. And we dove head first into AI with a new KPI called AI First Resolution. 1. Change management is hard. People want to be told…
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Why Traditional Contact Center KPIs Fail
In the complex world of call center management, the quest for the perfect KPIs to measure agent performance is often pursued. However, most leaders fail without knowing it. The pursuit often leads to confusion and inefficiency rather than clarity and productivity. During an episode of the Contact Center KPI podcast, Chris Crosby, Founder and CEO…
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Why GigCX is Good for Contact Centers
The gig economy has reshaped various industries by offering flexibility and autonomy to workers while meeting the demand for scalable labor solutions. The concept is widely recognized in sectors like transportation and food delivery with giants like Uber and DoorDash leading the charge. However, an emerging frontier for the gig economy is in the realm…
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Agent Performance with Jordan Fleming
Jordan Fleming, CEO of smrtPhone, joined us on the Contact Center KPI podcast for a phenomenal episode on agent performance and his steps to coaching & training. It’s easy to fall into the trap of training and coaching too quickly. But Jordan says you need to think of coaching as time that is needed if…
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Balancing Service Level and Occupancy in Call Centers
Key performance indicators (KPIs) like service level and occupancy are pivotal when it comes to measuring operational efficiency and customer satisfaction in call centers. However, striking the right balance between those two KPIs for your call center is where the challenge lies. This post will explore the importance of service level and occupancy, their interplay,…
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