The Contact Center KPI Podcast
AbstraktHosted by Greg Reffner, CEO & Founder of Abstrakt. Each episode we dive into a specific Contact Center KPI with our guest. Learn about why that KPI is important, results from different strategies and tactics, and what not to do when looking to improve those metrics.
| Publishes | Weekly | Episodes | 12 | Founded | 9 months ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | BusinessManagement | |||
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Latest Episodes
Brian Jeppesen, Director of Contact Center Operations at Landry's Restaurants, has over 30 years of contact center industry experience. more
Clayton Drotsky joins us on the latest episode of the Contact Center KPI podcast! more
This week's guest is Dan Smitley, 20 year workforce management industry expert, and he is diving into service level and occupancy. more
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. more
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... more
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 t... more
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 cen... more
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... more
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Chart Rankings
Apple Podcasts | #183 |  Spain/Business/Management |
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Audience
Listeners, engagement and demographics and more for this podcast.
| Listeners per Episode | Gender Skew | Engagement Score | |||
|---|---|---|---|---|---|
| Primary Location | Social Media Reach | ||||
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