LanguaTalk

The KPI Podcast

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.

AI Analytics You Should Pay Attention with Jim Iyoob

23 mins; August 20, 2025

Vendor Implementation Failures with Irina Hollatz

20 mins; July 30, 2025

How To Get Buy-In with Jessica Lockhart

20 mins; May 14, 2025

How to Not Weaponize Metrics with Ali Joseph

24 mins; April 16, 2025

Agent Attrition with Jerry Ellis

21 mins; March 26, 2025

Fatal Flaws in Tech Solutions with Scott Hamilton

25 mins; March 12, 2025

Top 5 Compliance Requirements with Tonia Brown

22 mins; November 13, 2024

Dream Outcomes with Adam Saad

20 mins; October 23, 2024

Outbound Contact Rate with Daniel Foppen

22 mins; October 09, 2024

Leadership Principles with Mike Cowguill

22 mins; September 18, 2024

QA Scores with Hannah Steiman

20 mins; September 04, 2024

Foundation of Company Culture with Peter Ryan

19 mins; August 14, 2024

3 Parts of Agent Attrition with Berny Miller

26 mins; July 31, 2024

AI First Resolution with Jon Ellsworth

20 mins; July 17, 2024

Agent Performance with Jordan Fleming

19 mins; June 26, 2024

Gig Economy with Nate Nammour

22 mins; June 12, 2024

Agent Attrition with Oliver Catt

21 mins; May 22, 2024

Customer Experience Score with Brian Jeppesen

19 mins; April 17, 2024

Leadership & KPIs with Clayton Drotsky

23 mins; March 27, 2024

Service Level & Occupancy with Dan Smitley

23 mins; March 13, 2024

Balancing Safety & Operations with Aaron Slavin

23 mins; February 28, 2024

Customer Retention & Churn with Eric Sims

20 mins; February 07, 2024

There Is No "Good" KPI with Chris Crosby

22 mins; November 08, 2023

Service-Level Agreements (SLAs) with Rob Bayer

19 mins; October 25, 2023

Customer Lifetime Value with Sean Moss

25 mins; October 11, 2023

First Call Resolution with Tom Moskal

19 mins; September 28, 2023

Customer Satisfaction Score with John Hoyt

16 mins; September 14, 2023

First Contact Resolution with Amas Tenumah

20 mins; August 24, 2023

Net Promoter Score with John Walter

22 mins; August 10, 2023

The KPI Podcast

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