The Contact Center KPI Podcast Abstrakt

Today's guest on the Contact Center KPI podcast is Oliver Catt, Founder of The Cattalyst.


We talk all about agent attrition. 

A touchy subject in the contact center world.

Here are three things you'll learn from Oliver's episode:

1) It can cost 105% of an employee's salary to replace, recruit, and train and new person to replace them. 

2) It has been normalized to expect higher levels of attrition instead of trying to do something to improve it. Companies just accept the sunk cost.

3) Attrition occurs because of one of these three reasons:- Money: Not being paid enough- Motivation: No growth, no motivation to push themselves- Management: Bad leadership

Brian Jeppesen, Director of Contact Center Operations at Landry's Restaurants, has over 30 years of contact center industry experience.

Today he is sharing that experience with you. We're focusing on the customer and the return on the experience.

If you want to learn how to make it easier for customers to do business with you, you need to hear how Brian breaks it down.

Plus he gives you details of how he's implemented AI and virtual assistants. 

"Digital when you want, human when you need."

Clayton Drotsky joins us on the latest episode of the Contact Center KPI podcast!

With 18 years of contact center leadership experience, Clayton is taking a different approach in today's episode.

We're discussing the big picture and how leaders should approach KPIs!

KPIs are usually decided on at the higher levels and then are communicated down the ladder. 

But there is usually a communication breakdown which causes a gap in why these KPIs needed to be achieved in the first place. 

Where do you start?

First, ask yourself does everyone at your company (from the agents to the CEO) understand why these goals & KPIs are set? 

Listen to hear the rest of Clayton's advice!

This week's guest is Dan Smitley, 20 year workforce management industry expert, and he is diving into service level and occupancy.



Service level is focused on the customer experience. Occupancy is focused on the business & agency experience.



This is why they have to be measured together to get the best results!



Most contact centers only measure one of the two.

Biggest piece of advice from Dan to workforce managers - slow down and listen. It's absolutely worth it.

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.

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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.