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The Three M’s of Agent Retention
Agent retention is one of the most critical challenges facing companies today, particularly in high-turnover roles like customer service, sales, and support. Losing agents is costly. Not only in terms of recruitment and training but also in lost productivity and institutional knowledge. To combat this, organizations need a strategic framework to foster loyalty and engagement…
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Dream Outcomes with Adam Saad
Adam Saad, Founder and CTO of Tech Stack Advising, is passionate about dream outcomes. He says, “Goals are great. KPIs are good. But words matter. Dream outcomes should be on a different level.” Let’s dive in and learn all about the difference between standard goals and your dream outcomes. 1. Where to start? Divide 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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Leadership Principles with Mike Cowguill
Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent Contact Center KPI podcast episode to dive into leadership principles. Mike shares some valuable lessons he’s learned along the way and we promise they will help you become a better leader. 1. The most valuable thing a leader can…
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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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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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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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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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Agent Attrition with Oliver Catt
Today’s guest is Oliver Catt, Founder of The Cattalyst and we’re diving into agent attrition. A touchy subject in the contact center world. But it’s something that needs to be addressed as the old way of mass hiring, hoping 50% of the agents stay more than 6 months is not working anymore. 1. Understand the…
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Leadership & KPIs with Clayton Drotsky
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! 1. KPIs are usually decided on at the higher levels and then are communicated…
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Customer Retention & Churn with Eric Sims
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 churn. 1. Your agent’s happiness…
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Why Should Call Center Leaders Think About Investing In Real-Time 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 to give you some ideas to steal…
Leadership
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