The KPI Podcast

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 takeaways from the episode that you don't want to miss...

1) Have a threat matrix in place. Know exactly when to escalate incidents.

2) Put safety before sales. The two factors to consider when a threat happens - proximity and the nature of what was said.

3) Rely on a team, not just one person to make decisions around shutting down operations due to a threat. This allows people to be more candid and make better decisions together.

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 action items when it comes to improving retention. One of his secrets starts right with your agents. Your agent's happiness directly impacts customer retention as they are a representation of your business and the service you provide.------More about Eric Sims:Eric is a modern-day CX and contact center cowboy in the vast and ever-evolving Wild West of the contact center industry. Just as a cowboy herds cattle with skill and precision, Eric channels efforts into revolutionizing how businesses interact with their customers. Leading-Edge provides innovative customer service strategies that corral wandering customer experiences into unforgettable journeys. He currently serves as the Sheriff and Trailblazer (Founder & CEO) of Leading Edge Connections. America’s #1 Fully Remote Outsourced Contact Center.

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 on KPIs and how companies should be focusing on the fundamentals instead. If you're focused on the fundamentals of your operation like...Are your agents showing up on time? Are they handling calls effectively & efficiently? Is your management team forecasting accurately?If you get those right, your KPIs will fall in line as KPIs are just aggregations of the day-to-day operations.The next step is understanding what the person responsible for the KPIs can control and what they can influence. Listen to the full episode to see how Chris breaks it down further.

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 satisfaction.What's one thing that most contact center leaders overlook when it comes to positively impacting SLAs?Asking agents for their feedback.Simple, yet often forgotten about.Your agents are on the front line and will have more insights than you realize, especially when you're onboarding a new customer.Want to hear what Rob has to say about what NOT to do? Give the episode a listen 🎧

Sean Moss, Co-Founder & VP of Scoutnet and StellaNStone.com, joined us on the Contact Center KPI podcast!Our KPI for this episode is Customer Lifetime Value (CLV). CLV is often complicated and most companies aren't focused on it. They are focused on average handle time, first contact resolution, or other "leading" indicators. Sean says, "Keep it simple". First, recognize that CLV is a KPI worth keeping track of. Whether you're an outsourced contact center or in-house.Then know that your other metrics may suffer when a customer has exceeded that value. It's okay if your AHT is higher for those top-tier customers. They shouldn't be rushed when on the phone.Lastly, know that customers go through journeys and find ways to improve that journey to increase your CLV.

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 hit your target... hint hint make sure you're not incentivizing the wrong things to hit a target.

3) Build a culture of ownership and you'll be surprised what your team can do.

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 OBSESSING with what your number actually is. Understand the reasons behind why your number is what it is, then focus on how to improve it. 2) FCR equally impacts how efficient your team is and how effective your team is.3) Everyone measures FCR differently. It doesn't matter how "wrongly" you're measuring it, just continue to measure the same way. Focus your energy on improving your score rather than finding the perfect equation.

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 you could only do one thing to improve NPS, John recommends investing in AI and data analytics technology.