Agent Attrition with Oliver Catt
Today's guest on the Contact Center KPI podcast is Oliver Catt, Founder of The Cattalyst.We talk all about agent attrition. A touchy subject in the contact center world.Here are three things you'll le...
22 Maj 202421min
Customer Experience Score with Brian Jeppesen
Brian Jeppesen, Director of Contact Center Operations at Landry's Restaurants, has over 30 years of contact center industry experience.Today he is sharing that experience with you. We're focusing on t...
17 Apr 202419min
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 is taking a different approach in today's episode.We're ...
27 Mars 202423min
Service Level & Occupancy with Dan Smitley
This week's guest is Dan Smitley, 20 year workforce management industry expert, and he is diving into service level and occupancy.Service level is focused on the customer experience. Occupancy is focu...
13 Mars 202423min
Balancing Safety & Operations with Aaron Slavin
Aaron Slavin, a compliance call center expert with over 10 years of experience, joined us on the Contact Center KPI podcast to share his secrets on balancing employee safety with operations.Key takeaw...
28 Feb 202423min
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.You'll come away with Eric's top actio...
7 Feb 202420min
There Is No "Good" KPI with Chris Crosby
This episode is a MUST LISTEN.Why?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 o...
8 Nov 202322min
Service-Level Agreements (SLAs) with Rob Bayer
We had Rob Bayer, President & COO of Anomaly Squared, join Greg Reffner to talk all about SLAs.Why SLAs? Because it's the definition of a true partnership and critical in creating overall customer sat...
25 Okt 202319min
