The KPI Podcast
Episodes
AI Analytics You Should Pay Attention with Jim Iyoob
20 Aug 2025
Contributed by Lukas
“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, ...
Vendor Implementation Failures with Irina Hollatz
30 Jul 2025
Contributed by Lukas
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...
How To Get Buy-In with Jessica Lockhart
14 May 2025
Contributed by Lukas
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, ...
How to Not Weaponize Metrics with Ali Joseph
16 Apr 2025
Contributed by Lukas
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 h...
Agent Attrition with Jerry Ellis
26 Mar 2025
Contributed by Lukas
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, no...
Fatal Flaws in Tech Solutions with Scott Hamilton
12 Mar 2025
Contributed by Lukas
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 sol...
Top 5 Compliance Requirements with Tonia Brown
13 Nov 2024
Contributed by Lukas
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 ...
Dream Outcomes with Adam Saad
23 Oct 2024
Contributed by Lukas
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 out...
Outbound Contact Rate with Daniel Foppen
09 Oct 2024
Contributed by Lukas
Daniel Foppen, Head of Product & Product Marketing for Convoso, has over 20 years of CX experience and joins the Contact Center KPI podcast to sha...
Leadership Principles with Mike Cowguill
18 Sep 2024
Contributed by Lukas
Ready to look in the mirror?Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent episode of the Contac...
QA Scores with Hannah Steiman
04 Sep 2024
Contributed by Lukas
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins us to talk all about Quality and why it should be a top priority.Quality...
Foundation of Company Culture with Peter Ryan
14 Aug 2024
Contributed by Lukas
Another Contact Center KPI episode has dropped and Peter Ryan is this week's guest!Peter is the Founder & Chief Analyst at Ryan Strategic Advis...
3 Parts of Agent Attrition with Berny Miller
31 Jul 2024
Contributed by Lukas
Berny Miller, who has over 20 years of experience in contact centers, joins us to focus on agent attrition.But this conversation dives into so much m...
AI First Resolution with Jon Ellsworth
17 Jul 2024
Contributed by Lukas
Jon Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joined us on the latest episode of the Contac...
Agent Performance with Jordan Fleming
26 Jun 2024
Contributed by Lukas
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 ...
Gig Economy with Nate Nammour
12 Jun 2024
Contributed by Lukas
Have you heard of GigCX? Well Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss the gig economy f...
Agent Attrition with Oliver Catt
22 May 2024
Contributed by Lukas
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 c...
Customer Experience Score with Brian Jeppesen
17 Apr 2024
Contributed by Lukas
Brian Jeppesen, Director of Contact Center Operations at Landry's Restaurants, has over 30 years of contact center industry experience.Today he is sha...
Leadership & KPIs with Clayton Drotsky
27 Mar 2024
Contributed by Lukas
Clayton Drotsky joins us on the latest episode of the Contact Center KPI podcast!With 18 years of contact center leadership experience, Clayton is tak...
Service Level & Occupancy with Dan Smitley
13 Mar 2024
Contributed by Lukas
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 fo...
Balancing Safety & Operations with Aaron Slavin
28 Feb 2024
Contributed by Lukas
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 ba...
Customer Retention & Churn with Eric Sims
07 Feb 2024
Contributed by Lukas
Eric Sims, CX cowboy at Leading Edge Connections, joins us on the Contact Center KPI Podcast to discuss the highly requested topic - customer retentio...
There Is No "Good" KPI with Chris Crosby
08 Nov 2023
Contributed by Lukas
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...
Service-Level Agreements (SLAs) with Rob Bayer
25 Oct 2023
Contributed by Lukas
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 par...
Customer Lifetime Value with Sean Moss
11 Oct 2023
Contributed by Lukas
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 Life...
First Call Resolution with Tom Moskal
28 Sep 2023
Contributed by Lukas
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 ab...
Customer Satisfaction Score with John Hoyt
14 Sep 2023
Contributed by Lukas
John Hoyt, Associate Director of Operations Training & Quality Assurance at Kin, joined us on the Contact Center KPI podcast for another stellar e...
First Contact Resolution with Amas Tenumah
24 Aug 2023
Contributed by Lukas
Another episode of the Contact Center KPI podcast has dropped 💥Our special guest is Amas Tenumah - Author, Consultant, and Co-Host of The Contact C...
Net Promoter Score with John Walter
10 Aug 2023
Contributed by Lukas
Greg Reffner, CEO & Founder of Abstrakt, interviews our very first guest... John Walter, COO at ZMAXINC and host of the CX, AI, and Outsourcing Po...