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Forecasting with Contact Center Conversation Intelligence Software
Contact center conversation intelligence Contact centers are at the forefront of delivering exceptional experiences to customers. Being constantly involved with customers via phone, chat, or email, you would expect that contact centers are up to date with the latest trends and technology. While some are… most are far behind. This means many contact centers inaccurately…
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What QA Doesn’t Evaluate on Calls
Here is what you’ve been measuring when it comes to QA: But we have data on what ACTUALLY matters and what your current QA solution isn’t evaluating. It may surprise you! Here is an example of a Financial Services customer. It proves that the “lowest” or “highest” KPIs aren’t always the best. P.S. Sandi is…
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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…
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Customer Lifetime Value with Sean Moss
Customer Lifetime Value 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.…
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First Call Resolution with Tom Moskal
First Call Resolution 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. What is…
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10-Point Checklist for Evaluating AI Quality Assurance Software
AI Quality Assurance Software Hearing all about AI quality assurance software, but not sure where to start? You’re in the right place. When it comes to artificial intelligence (AI), there are many different options that companies can choose from. In the same way, there are plenty of standard quality assurance software options. Today we’re giving…
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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…
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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…
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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),…
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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…
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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…
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