Abstrakt

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 into AI with a new KPI called AI First Resolution. Intrigued 🤔 Here are two things you'll learn from this episode: 1) Change management is hard. People want to be told the truth about what is happening when you implement an AI solution. This includes what's expected of them. Implementing a pilot testing period will help your agents understand those expectations. 2) Adding a new metric like AI First Resolution helps you determine the true impact of AI on your business. For example, if you measure AHT before AI and with AI, the "with AI" metric will almost always win. That's why you need a better representation of how AI impacted your business. Including customer retention, CSAT scores, and a few other metrics will help you accurately measure AI First Resolution. Listen to the full episode: https://lnkd.in/gGHpub8Q

If you're in the collections world and looking to improve your team's call outcomes, mark your calendars 🗓 This week AccountsRecovery.net is hosting a webinar solely focused on closing collections calls. When: July 10 at 1pm EST Where: https://lnkd.in/gzNPcWA7

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Why do leaders always say "empower your agents"? It sounds corny, but giving your agents responsibility will go further than you realize. Trusting your team to do their job without micromanaging will give them confidence. Which results in happier customers. For instance, a Gallup study found that organizations with highly engaged agents experience a 20% increase in customer satisfaction and a 17% increase in productivity. Additionally, research conducted by Harvard Business Review revealed that companies with happy and engaged agents outperform their competitors by 20% in customer satisfaction ratings. This includes letting agents give input on their goals and if a KPI expectation is even achievable. We talked all about this with Clayton Drotsky on our podcast. Listen to that here: https://lnkd.in/gXs3iKNc

Jordan Samuel 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: 1⃣ Three steps to agent coaching & training: I do you listen, you do I coach, you do I listen. 2⃣ The above steps won't work because you expect it to happen quickly. You need to implement the steps properly and realize you're teaching a process - it's not a "trick". 3⃣ If you have the agent just "listen", then you're missing the point. You need to break down the call, listen to the recording multiple times, explain each step, and work on building the skill. If you don't have time to listen to the full 20 minute episode, you need to at least listen to 7:50-9:12! https://lnkd.in/gatVxWEd

Here are 5 reasons why you might NOT need real-time agent assist software: Reason #1: You’ve Got Superhuman Agents Reason #2: Your Customers Prefer AI/Chatbots Reason #3: You Can’t Justify the Cost Reason #4: You Don’t Have Defined Playbooks or Scripts Reason #5: It’s Too Complicated to Implement Want to read the reasoning behind these? Check this out 👇 https://lnkd.in/gZc9s8TJ

Call center managers are not just leaders, they are the backbone of operations. Keeping agents happy while trying to maintain high levels of customer satisfaction. Leading a call center team is no easy task, but effective management is crucial. Here are 6 things we see the best leaders do when it comes to managing call centers: 1. Empower your agents 2. Data but not too much data 3. Prioritize employee engagement 4. Implement performance-based incentives 5. Harness the power of automation 6. Promote collaboration and knowledge sharing

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 W2 agents vs. 1099 gig workers. The results are fascinating. If you're looking to move towards a gig model or hire an outside agency, Nate shares his secrets on what steps you should take. Check it out 🔥 https://lnkd.in/gU-KF9MY

Here are 2 quick ways you can improve the customer experience: 🔵 Build relationships with your customers Incentivize your agents to say the customer’s name multiple times throughout a call. A person's favorite word is their name. Check out Dale Carnegie's "How to Win Friends and Influence People" for more on this. Show empathy when a situation is frustrating or if the customer has a concern. 🔵 The experience should be the same from sales to support to customer care Has your support team run/listened to sales calls? And vice versa. Internal empathy for the various roles will create external empathy for customers. Every employee should at some point learn to handle customer service calls. Want to see more secrets? Check out the 8 1/2 secrets to solidify customer loyalty 🙌 https://lnkd.in/gJhKyD6G

🥁🥁🥁 Everyone please give Matthew Mattson a shoutout as he is the newest member of our team! Matt is determined, humble, and a great addition to our hardworking team 🎉 We can't wait to see all that he accomplishes here at Abstrakt. Welcome Matt!