The KPI Podcast

Another episode of the Contact Center KPI podcast has dropped. It's 🔥. Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution. Our second guest to choose this KPI 🙌 Here are a few key takeaways from this episode: 1) Know why you're picking your FCR target number (aka 75% vs 80%). 2) Take the time to understand what outcomes can happen when you...

John Hoyt, Associate Director of Operations Training & Quality Assurance at Kin, joined us on the Contact Center KPI podcast for another stellar episode. This conversation was all about Customer Satisfaction (CSAT) scores. John's biggest piece of advice - consistency. Leaders tend to be reactive. But consistency, goals, and having a game plan can make all the difference for your team.

Another episode of the Contact Center KPI podcast has dropped 💥Our special guest is Amas Tenumah - Author, Consultant, and Co-Host of The Contact Center Show. We're talking all about FCR (First Contact Resolution). Yes, we are expanding beyond calls and touching on how important FCR is across all channels. Amas left us with some incredible insights:1)What not to do when measuring FCR? STOP OBSESS...

Greg Reffner, CEO & Founder of Abstrakt, interviews our very first guest... John Walter, COO at ZMAXINC and host of the CX, AI, and Outsourcing Podcast. John crushes the first episode on Net Promoter Score. He dives into how he disagrees with how most companies measure NPS. "You can't measure customer loyalty on a single call. Data is being skewed with how most companies are measuring it." If...