Hosted by Abstrakt · 🇺🇸 US · EN · 29 episodes
Established thought leaders with verified media credentials.
Hosted by Greg Reffner, CEO & Founder of Abstrakt. Each episode we dive into a specific KPI with our guest. Learn about why that KPI is important, what results from different strategies and tactics, and what not to do when looking to improve those metrics.
Abstrakt hosts The KPI Podcast, a business show with 29 episodes published.
“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 wh
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
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. Wha
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
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.
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 t
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 snea
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,
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 se
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
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 starts with the best agents and people. But you still need processes and
Another Contact Center KPI episode has dropped and Peter Ryan is this week's guest! Peter is the Founder & Chief Analyst at Ryan Strategic Advisor and has over 20 years of experience in the contact center consulting worl
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 more. It was hard to narrow down which three points we wanted to share!
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 Contact Center KPI podcast. And we dove head first into AI with a new KPI ca
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. Here is what you're going to learn in this episode: 1) Thr
Have you heard of GigCX? Well Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss the gig economy for contact centers. Nate discusses the productivity stats of traditional
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 e
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
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
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
Jim Iyoob
Chief Customer Officer · ETS Labs
1 appearance on this show
Scott Hamilton
Olympic Champion and Cancer Survivor · United Way Waterloo Region Communities
1 appearance on this show
Adam Saad
Founder & CTO · Tech Stack Advising
1 appearance on this show
Peter Ryan
host of the Ryan Research Podcast · Ryan Strategic Advisory
1 appearance on this show
Jordan Fleming
CEO · smrtPhone
1 appearance on this show
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The KPI Podcast is hosted by Abstrakt. The show is categorised under business (management) and has published 29 episodes.
The KPI Podcast has published 29 episodes.
The KPI Podcast regularly covers business, management. It sits in the business category, with a management focus.
The KPI Podcast is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
The KPI Podcast hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of The KPI Podcast average 22 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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