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.Predict...
9 Okt 202422min
Leadership Principles with Mike Cowguill
Ready to look in the mirror?Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent episode of the Contact Center KPI podcast to dive into leadership principles...
18 Sep 202422min
QA Scores with Hannah Steiman
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins us to talk all about Quality and why it should be a top priority.Quality starts with the best agents and people. But you still...
4 Sep 202420min
Foundation of Company Culture with Peter Ryan
Another Contact Center KPI episode has dropped and Peter Ryan is this week's guest! Peter is the Founder & Chief Analyst at Ryan Strategic Advisor and has over 20 years of experience in the contact ce...
14 Aug 202419min
3 Parts of Agent Attrition with Berny Miller
Berny Miller, who has over 20 years of experience in contact centers, joins us to focus on agent attrition.But this conversation dives into so much more. It was hard to narrow down which three points ...
31 Jul 202426min
AI First Resolution with Jon Ellsworth
Jon Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joined us on the latest episode of the Contact Center KPI podcast.And we dove head first into A...
17 Jul 202420min
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.Here is what you're going to learn in t...
26 Jun 202419min
Gig Economy with Nate Nammour
Have you heard of GigCX? Well Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss the gig economy for contact centers. Nate discusses the productivity ...
12 Jun 202422min
