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How Investing Time in Your Team Drives Operational Success
Call center and operations leaders are often tasked with optimizing efficiency and hitting KPIs, but one critical factor is frequently underestimated: the power of time invested in your team. Research from Gallup indicates that organizations with highly engaged teams are 21% more profitable than their disengaged counterparts, underscoring the significant impact of leadership involvement on…
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Top Leadership Mistakes to Avoid: Insights for Contact Center Leaders
Leadership is as much about self-awareness as it is about guiding others. For instance, consider a leader who regularly seeks feedback from their team and adapts their approach based on that input. This fosters trust and sets the stage for a collaborative environment. However, even the best leaders can fall into traps that hinder team…
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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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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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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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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…
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There Is No “Good” KPI with Chris Crosby
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 like… Are your…
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Career Growth: From BDR to AE
The career path in SaaS sales is generally BDR to AE to Manager and/or Director of Sales to CRO (if your desire is to get that high in a sales org). Like any other career path, there are steps and milestones for each along the way. Today, we’re going to focus on the first two…
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Real-time call coaching tools for increased productivity in 2023
Constantly behind on work and grinding more for diminishing results. That’s where real-time call coaching tools come in. That’s the nice thing about a new year, isn’t it? It’s a clean break from the past and an opportunity to sweep out the old for the new. But there are different ways to think about change.…
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The Definition of Insanity when it comes to Sales Coaching
Managers and leaders still listen to call recordings for hours on end, schedule time with the rep or agent to discuss what happened (and why it did not go right), still do…not as simple as inserting a rep on the front line and six-months later expecting the same repeatable revenue. Failing to … Try real-time…
Sales Leadership
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