The Contact Center KPI Podcast

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 watch, here is a sneak peek at those requirements:

1. You need a knowledgeable compliance person in-house

2. A Compliance Management System (CMS) 

3. Executive leadership and oversight

4. Documented policies and procedures in your CMS

5. Internal audit process

In the latest episode of the Contact Center KPI podcast, we dive into a powerful shift in one's mindset: moving beyond KPIs and focusing on dream outcomes for businesses.

Adam Saad, Founder & CTO of Tech Stack Advising, teaches you not only how to approach dream outcomes, but how to achieve them.

Here are two things Adam says you can do right now:

1) If you're having trouble getting buy-in on the dream outcome, then you're probably not thinking big enough. It's time to think bigger. 

2) Tie your dream outcome to math and build a business case around it. 

How will it affect these 3 things:

• Improve efficiency

• Improve the customer experience

• Reduce human capital

If you want to rethink how your organization defines success and creates impactful change, this episode is a must-listen!

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.

Prediction #1: Customer service teams will be doing outbound dialing in the near future.

Outbound is not just for sales teams. 

Customer service teams will be asked to do outbound dialing to customers to help them stay ahead of issues.

For example, a product trigger could notify agents to call a customer if they are receiving an error. 

Customers no longer have to "wait in line" adding a level of concierge service to your company.

Listen to the full episode to hear more about why Daniel believes contact rate in contact centers is valuable.

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.

Mike shares some valuable lessons he's learned along the way and we promise they will help you become a better leader.

All you need is 20 minutes :)

If you don't have 20 minutes, we suggest listening to 10:16-13:46.

Here are our favorite parts:

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 need processes and technology to achieve those high scores.

At Peak Support, they focus on root cause analysis.

Their 5 level analysis lets them get to the root cause of the issue so they can continue to provide the best quality of service.

Traditionally fingers are pointed at the agent when scores aren't where they need to be.

However, in reality, there can be a variety of reasons - process, technology & product, performance management, or a combination of the three.

Listen to how Hannah breaks it all down!

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 center consulting world.

Company culture discussions seem to be missing within the contact center community and Peter is here to help you set the foundation to help you get it right. 

Here are 3 things you can do that will directly impact company culture:

• Start with internal focus groups. Not online surveys. Find out a few things: what makes your employees want to come to work, what gives them a pit in their stomach, what motivates them, etc.

• Act on the valuable information. Once you get your "results", put together an action plan. If you don't do anything, you start to lose employee trust.

• Assign one person responsible for company culture that has a strong positive reputation. When you assign a committee, it never works as things don't get done. But remember this person needs to have the authority to be able to make changes.

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 we wanted to share!

If you like what Berny has to say below, we HIGHLY suggest listening to this even if it's on a drive.

1) Step back and listen before you make any changes. This means being on the floor with the agents, being in the breakroom, and getting to know your HR person/team. 

If you're a remote team it's harder.

You just need to meet with agents and take the time to listen to as many calls as it takes to get an understanding of how things are going.

2) Understand - Are your agents quitting you? Or am I having to quit the agents?

This will help you find the disconnects and where to start to solve your attrition issues.

3) If you help take care of your agent's needs (transportation, daycare, food), you'll start to see a loyalty shift and a drop in attrition.

This isn't just "more money", there are many ways to help with this.

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 AI with a new KPI called AI First Resolution.

Here are two things you'll learn from this episode:

1) Change management is hard. People want to be told the truth on what is happening when you implement an AI solution. This includes what's expected of them.

Implementing a pilot testing period will help your agents understand those expectations.

2) Adding a new metric like AI First Resolution helps you determine the true impact of AI on your business.

For example, if you measure AHT before AI and with AI, the "with AI" metric will almost always win.

That's why you need a better representation of how AI impacted your business. Including customer retention, CSAT scores, and a few other metrics will help you accurately measure AI First Resolution.

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 this episode: 

1) Three steps to agent coaching & training: I do you listen, you do I coach, you do I listen.

If you don't have time to listen to the full 20 minute episode, you need to at least listen to 7:50-9:12!

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 stats of traditional W2 agents vs. 1099 gig workers.

The results are fascinating. If you're looking to move towards a gig model or hire an outside agency,

Nate shares his secrets on what steps you should take.