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 discussing the big picture and how leaders should approach KPIs!

KPIs are usually decided on at the higher levels and then are communicated down the ladder. 

But there is usually a communication breakdown which causes a gap in why these KPIs needed to be achieved in the first place. 

Where do you start?

First, ask yourself does everyone at your company (from the agents to the CEO) understand why these goals & KPIs are set? 

Listen to hear the rest of Clayton's advice!