Service Level and Occupancy with Dan Smitley
Why Service Level & Occupancy? Dan Smitley is a 20 year workforce management industry expert and knows the difference between focusing on both service level and occupancy can make versus just one...
View ArticleQA Feedback Form Template
Why this QA feedback form? A QA feedback form is simply a list of questions that helps you evaluate whether or not your agents are following their scripts, being professional, and representing your...
View ArticleLeadership & KPIs with Clayton Drotsky
How Leaders Should Approach KPIs Clayton Drotsky joins us on the latest episode of the Contact Center KPI podcast! With 18 years of contact center leadership experience, Clayton takes a different...
View ArticleUnderstanding The Call Center Software Market In 2024
Call center software In the world of customer service, call centers serve as the backbone of businesses striving for exceptional customer experience. As operations leaders, your role in optimizing...
View ArticleCall Scorecards 101
The Essence of Call Scorecards When your company deals with thousands of calls every week, every interaction is a building block of brand reputation. While it may be your agent’s 30th answered call of...
View ArticleCustomer Experience Score with Brian Jeppesen
Customer Experience Score Brian Jeppesen, Director of Contact Center Operations at Landry’s, has over 30 years of contact center industry experience. Today he is sharing that experience with you. We’re...
View ArticleImproving Customer Satisfaction with Agent Assist & Quality Management Software
Agent Assist & Customer Satisfaction Achieving and maintaining high levels of customer satisfaction is paramount for any business striving to thrive in today’s competitive landscape. Contact center...
View ArticleGenerative AI Risk Assessment
Generative AI Risk Assessment The hype around AI is real. However, most people we speak with are unsure of the implications it may have on their business. We’re here to help. This AI risk assessment...
View ArticleTop 4 Level AI Alternatives
Level AI Level AI was founded in 2019 and has been a main player in the real-time agent assist and automated QA market. With a focus on sales and compliance, Level AI has adapted to the AI boom and is...
View ArticleLarge Language Models, Transformers, and Charades
Large Language Models (LLMs) Large language models (LLMs), in particular GPTs, have captured the world’s attention over the last few years and led the field of Natural Language Processing (NLP) into...
View ArticleAgent Attrition with Oliver Catt
Agent Attrition Today’s guest is Oliver Catt, Founder of The Cattalyst and we’re diving into agent attrition. A touchy subject in the contact center world. But it’s something that needs to be addressed...
View ArticleAbstrakt and Intelligent Contacts Announce Strategic Partnership
Abstrakt and Intelligent Contacts PHOENIX, May 28, 2024 /PRNewswire/ — Abstrakt Corp, a real-time call guidance and automated QA software, announced that the company now integrates with the leading...
View ArticleReasons You Don’t Need Agent Assist Software
Agent Assist Software & Why Not To Buy As many operations leaders know, AI is a hot topic. But agent assist software isn’t anything new. But with the advancements in natural language processing (a...
View Article6 Tips To Mastering Call Center Management
Call center managers are not just leaders, they are the backbone of keeping agents happy while trying to maintain high levels of customer satisfaction. Leading a call center team is no easy task, but...
View ArticleGig Economy for Contact Centers with Nate Nammour
Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss a gig economy for contact centers and why the traditional W2 employee isn’t the only way. GigCX is a...
View ArticleBalancing Service Level and Occupancy in Call Centers
Key performance indicators (KPIs) like service level and occupancy are pivotal when it comes to measuring operational efficiency and customer satisfaction in call centers. However, striking the right...
View ArticleAgent Performance with Jordan Fleming
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. It’s easy to fall into the trap of...
View ArticleWhy GigCX is Good for Contact Centers
The gig economy has reshaped various industries by offering flexibility and autonomy to workers while meeting the demand for scalable labor solutions. The concept is widely recognized in sectors like...
View ArticleWhy Traditional Contact Center KPIs Fail
In the complex world of call center management, the quest for the perfect KPIs to measure agent performance is often pursued. However, most leaders fail without knowing it. The pursuit often leads to...
View ArticleAI First Resolution with Jon Ellsworth
Jonathan Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joins us on the latest episode of the Contact Center KPI podcast. And we dove head first...
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