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The Silent Killers of Operational Performance
Most operational problems don’t arrive with a warning. They don’t show up as a failed implementation, a compliance violation, or a sudden drop in collections. Instead, they creep in quietly. A coaching session gets pushed to next week. A new report is added to the manager’s weekly routine. A meeting ends without anyone owning the…
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The Hidden Cost of Measuring the Wrong Things
The dashboard looked incredible. The Customer service team was closing tickets faster than ever. Sales activity had reached record levels. Collections teams were increasing the average revenue collected month after month. Every metric pointed in the right direction. But customers were becoming frustrated. Revenue wasn’t growing. Employee turnover was creeping higher. Leadership couldn’t figure out…
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Why Tough Conversations Build Better Customer Relationships
Most customer relationships don’t fail because something catastrophic happens. They fail because of what doesn’t happen. The uncomfortable conversation that gets postponed. The expectation isn’t clarified. The issue everyone sees, but no one wants to name out loud. For leaders responsible for customer experience, partnerships, and brand trust, this pattern is familiar. Avoiding discomfort often…
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Operations Leader’s Playbook for Remote Contact Center Teams
Remote work isn’t new. In a post-2020 world, contact centers have gone through massive change, and not all of it’s been smooth. Attrition is up. Engagement is down. And “just walking the floor” is no longer a management strategy. The shift to remote and hybrid teams forced operations leaders to rethink visibility, coaching, and culture. …
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Managing Remote & Hybrid Call Center Teams
The call center industry has undergone a dramatic shift toward remote and hybrid work models. According to a recent report, over 70% of call centers have transitioned to a remote or hybrid setup, driven by cost savings and employee preference. While these setups offer increased flexibility and access to a broader talent pool, they also…
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Enhancing Empathy and Engagement in Customer Service
Customer service leaders everywhere are witnessing an undeniable shift: the rise of AI tools and automation. Yet, the core of outstanding customer service remains grounded in empathy, genuine connection, and trust – qualities that only humans can fully deliver at this point. While AI tools bring undeniable efficiencies, it’s the harmonious blend of technology and…
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Outbound Contact Rate with Daniel Foppen
Daniel Foppen, Head of Product & Product Marketing for Convoso, has over 20 years of CX experience and joins the Contact Center KPI podcast to share his predictions about outbound contact rate. While other KPIs matter, contact rate should be a priority according to Daniel. If your contact rate continues to decrease, that means you’re…
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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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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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Gig Economy for Contact Centers with Nate Nammour
Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss a gig economy for contact centers and why the traditional W2 employee isn’t the only way. GigCX is a recent trend that utilizes gig-based workers to handle a company’s customer service efforts. This model can be deployed in a variety…
Customer Service
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