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Podcast: The KPI Podcast
Episode: Service-Level Agreements (SLAs) with Rob Bayer
Description: 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 partnership and critical in creating overall customer satisfaction.What's one thing that most contact center leaders overlook when it comes to positively impacting SLAs?Asking agents for their feedback.Simple, yet often forgotten about.Your agents are on the front line and will have more insights than you realize, especially when you're onboarding a new customer.Want to hear what Rob has to say about what NOT to do? Give the episode a...