Abstrakt

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: 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 is so important in contact centers. https://lnkd.in/gsy2kqgX

Empathy is a game changer for call quality. But it's a tough one to teach. You never know what someone is going through that day - from your agents to your customers. Here are 3 ways you can focus on empathy with your team: 1) Focus on active listening. How often are your agents speaking vs. listening on calls? 2) Add personalization on the call as much as possible. How often are your agents using the customer's name? How do they respond if they ask how their day is going? 3) Have your agents focus on open-ended questions and "how" questions. It will allow your agents to connect with the customer while getting an answer.

We spy Greg R. 👀

We're growing 🚀 Everyone please welcome CADE HEINBERG to the Abstrakt team!!! Cade is a passionate and motivated developer who is going to help us reach new levels. We can't wait to see all that he does here at Abstrakt 👏

Is company culture considered a KPI? We think so. The problem... how do you measure something as intangible as 'culture'? Listen to how Peter Ryan describes company culture as a KPI from one of our most listened-to episodes on the Contact Center KPI podcast! If you don't have 20 minutes, we suggest you listen to 13:04 - 14:12. https://lnkd.in/ggEn9jwA

This will be a fun one 😉

Ready to look in the mirror? Michael Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent Contact Center KPI podcast episode 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. And of course... 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 losing your manager's trust as they are supposed to run the floor.

Want to see a demo of Abstrakt with no strings attached? You're in luck 🍀 Demo Day is here! Thanks to AccountsRecovery.net. When: Monday, September 23 at 1:20pm ET Where: https://lnkd.in/giivVS29

Our Founder & CEO, Greg Reffner, tells all on the latest episode of the Extraordinary Pursuits Podcast. Listen to the full episode - https://lnkd.in/g8kq2DDg

Hannah Clark 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 technology to achieve those high scores. At Peak Support, they focus on root cause analysis. Their 5 level analysis lets them get to the root cause of the issue so they can continue to provide the best quality of service. Traditionally fingers are pointed at the agent when scores aren't where they need to be. However, in reality, there can be a variety of reasons - process, technology & product, performance management, or a combination of the three. Listen to how Hannah breaks it all down 👇 https://lnkd.in/gZJqwNj3