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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 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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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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How AI Can Solve Challenges Around Contact Center Performance Management
Understanding Contact Center Performance Management Before we dive into the details, let’s refresh our understanding of contact center performance management or as some call it – CCPM. It’s the holistic approach to optimizing call center operations, encompassing everything from agent performance and customer satisfaction to overall efficiency. The traditional methods of manual monitoring and evaluation…
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The Transformation of Agent Onboarding
Agent Onboarding Progression requires adaptability. If you’re doing the same things as you were 10 years ago, it’s probably time for change. But we know you’ve heard that before. If you’re looking to refresh your onboarding process for agents or just want to learn more about the different technology that’s out there, then you’re in…
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The Crucial Role of Efficient Quality Assurance Teams
Why Efficient Quality Assurance Matters When customer service is a top priority for a company, which is generally the case, the quality of each conversation is paramount. Companies that handle high call volumes need a quality assurance team that is efficient and effective with their time. Easier said than done. We know that sometimes your…
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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…
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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…