AI Analytics You Should Pay Attention with Jim Iyoob
“AI will replace your agents” is one of the biggest lies in contact centers today.In this episode of The KPI Podcast, we sit down with Jim Iyoob, a 35-year CX veteran and Chief Customer Officer at eTe...
20 Aug 202523min
Vendor Implementation Failures with Irina Hollatz
On the latest KPI Podcast, Irina Hollatz digs into what really causes tech rollouts to fail and why it's not always the vendor's fault.Irina is the Founder of RightWFM and Host of WFM Unfiltered Podc...
30 Juli 202520min
How To Get Buy-In with Jessica Lockhart
We know adopting new tech, especially AI, can be daunting.That's why we asked Jessica Lockhart, Business Intelligence Director at Jeff Coat Law Firm, to break down her process for getting teams to buy...
14 Maj 202520min
How to Not Weaponize Metrics with Ali Joseph
Ali Joseph is the Founder of Savvy Service Pro and has over 15 years of contact center experience.On this episode she dives deep into operations and her specific Perform Framework that helps leaders s...
16 Apr 202524min
Agent Attrition with Jerry Ellis
Jerry Ellis, a call center guru, believes that agent attrition is a foundational KPI that is often glossed over. It's just baked into your numbers, not many companies try to implement changes to impro...
26 Mars 202521min
Fatal Flaws in Tech Solutions with Scott Hamilton
Scott Hamilton, CEO of ARM Tech Advisors, joins us on The KPI podcast for the first episode of season 3!And we're talking fatal flaws in tech solutions.But first, you have to address the people and pr...
12 Mars 202525min
Top 5 Compliance Requirements with Tonia Brown
Tonia Brown, VP of Compliance at First Credit Services, gives you the top 5 compliance requirements in the latest episode of the Contact Center KPI Podcast!If you don't have 20 minutes to listen or wa...
13 Nov 202422min
