-
There Is No “Good” KPI with Chris Crobsy
Why No KPI? 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…
-
SLAs with Rob Bayer
Service-Level Agreements (SLAs) 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. What are SLAs? A service-level agreement (SLA) sets the expectations between the service provider and the customer. It goes over…
-
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…
-
Call Coaching Template for High-Performing 1:1s
Take this template to your next coaching session and see immediate results. Before The Next Coaching Session Agent: Choose 3 to 6 calls that they want to review in the coaching session These calls will be sent to the manager the day BEFORE the session Manager: Keep a running doc of agenda items throughout the…
-
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),…
-
What Problems is AI Solving in Call Centers
What AI in call centers means Artificial intelligence is used to automate and enhance various aspects of customer interactions and support services in call centers. There are a variety of different options when it comes to AI usage in a call center. And even more! AI is all around us and some may not even…
-
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…
-
5 Things to STOP Doing to Improve First Contact Resolution
1. Obsessing OVER your number Every company measures first contact resolution (FCR) differently. It doesn’t matter how wrongly you’re measuring FCR, the most important thing is to continue measuring it the same way to track improvements (or declines) in your team’s efforts. If you focus your energy on improving processes, goals, and your people –…
-
Training and Coaching Your Contact Center Supervisors
Why training and coaching are important One of the most important parts of a successful contact center is the leadership team. Training and coaching your contact center supervisors are just as important as the agents. Experts are constantly listing ways to help agents improve their performance, but supervisors are often forgotten about when it comes…
-
8 1/2 Secrets to Solidify Customer Loyalty
The additional ½ secret includes: Misconceptions around NPS & CSAT and breakdowns of specific customer loyalty winning secrets … Secret #1: Prioritize the experience This should be a no-brainer. We won’t spend much time on it. Companies with a superior experience bring in almost 6 times more revenue than their competitors that don’t prioritize it.…
-
Top 3 Observe AI Alternatives
Observe.AI Alternatives If you haven’t noticed AI is taking over the conversation when it comes to evaluating your tech stack. Whether you currently use Observe AI or are in the initial evaluation stages of adding new software, we’ve put together a breakdown of the top Observe AI alternatives. Keep in mind that new AI call…
-
The Struggles Behind Call Center Compliance
Call center compliance is something that is often talked about, but commonly misunderstood. Most people on the phones can’t fathom a lawsuit happening from something they said – especially agents who are on the phone most of the day. They are following protocols and scripts to help them stay in compliance. But call center compliance…
Contact Center Leaders
Abstrakt was built to solve your problems.
