The KPI Podcast

“AI will replace your agents” is one of the biggest lies in contact centers today.In this episode of The KPI Podcast, we sit down with Jim Iyoob, a 35-year CX veteran and Chief Customer Officer at eTech, to break down what real AI success looks like.We cover:• Why “next best action” is the most overlooked metric in AI• How to measure ROI beyond buzzwords• Using AI to reduce attrition, close skill gaps, and eliminate QA bias• Why waiting for the perfect AI strategy will leave you behind

On the latest KPI Podcast,  Irina Hollatz digs into what really causes tech rollouts to fail and why it's not always the vendor's fault.Irina is the Founder of RightWFM and Host of WFM Unfiltered Podcast.Don’t have time to listen? Here are the key takeaways:Most failures stem from mismatched expectations. Buyers don’t know what to ask, and vendors don’t probe deep enough.Accountability matters more than blame. Owning the problem builds trust and speeds resolution.Write everything down. Requirements, limitations, expectations. Put it in writing before contracts are signed.

We know adopting new tech, especially AI, can be daunting.That's why we asked Jessica Lockhart, Business Intelligence Director at Jeff Coat Law Firm, to break down her process for getting teams to buy into new tech.What she covers in this jam-packed 20 minutes:How to get leadership and ethics teams on board earlyWhy experienced team members are often the hardest to convince (and what to do about it)Why onboarding AI tools should look a lot like onboarding a new hireWhat happens when you actually stick with a feedback loopIf you're looking to roll out new tech, you’ll want to hear this one.It's time to turn skeptics into champions. 

Ali Joseph is the Founder of Savvy Service Pro and has over 15 years of contact center experience.On this episode she dives deep into operations and her specific Perform Framework that helps leaders set KPIs and improve agent performance.Step 1: Prioritize MetricsIdentify which metrics you should measure that will drive growth/impact the company.Just because you've always been measuring CSAT scores doesn't mean you should keep doing it :)Step 2: Focus on DevelopmentSponsorship versus mentorship mentality.Leaders need to build different types of structures to help agents progress in their careers.But most importantly... do NOT weaponize metrics with your agents. Everything will go downhill from there.

Jerry Ellis, a call center guru, believes that agent attrition is a foundational KPI that is often glossed over. It's just baked into your numbers, not many companies try to implement changes to improve attrition rates.But Jerry believes there is one thing that can drastically change this KPI.That's Engagement.Take the long way to the break room. Take extra time each week to connect one-on-one via Zoom/Teams if virtual.If you can provide a good work environment and engage with agents, then you don't need to be the highest-paying call center.This isn't just Jerry's opinion, though. He shares studies & results that back up his claims.

Scott Hamilton, CEO of ARM Tech Advisors, joins us on The KPI podcast for the first episode of season 3!And we're talking fatal flaws in tech solutions.But first, you have to address the people and process aspects of the business.Some great advice from Scott:1) The way companies dive into voice analytics with technology is flawed.The words or phrases that companies choose to search for are far too generic. And frankly, people spend too much time thinking about this.There is always a new way to say things. When you search for yesterday's phrases, you'll miss tomorrow's.2) The vast majority of companies use technology but still have an entire team doing manual processes.They aren't ready to fully embrace what technology can do for them.Mostly because it takes work to get there.

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-house2. A Compliance Management System (CMS) 3. Executive leadership and oversight4. Documented policies and procedures in your CMS5. 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 capitalIf 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: The most valuable thing a leader can do for their team is give them their time. If you give them time and truly listen by getting to know them, they will ultimately return the favor by making you successful. Micromanaging will lead to failure. You can't spend all day on the floor with agents if you're in charge of running the entire operation. You're overexposing yourself and you'll lose your manager's trust as they are supposed to run the floor.