{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Rethinking Contact Center KPIs","description":"&amp;nbsp;summary This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts Amas Tenumah and Bob Furness challenge industry norms and share practical insights for improving contact center performance. &amp;nbsp;key &amp;nbsp;topics Flaws in common KPIs like FCR, Service Level, NPS The importance of standardized measurement How to interpret and act on KPI data Practical tips for contact center improvement &amp;nbsp;resources Contact Center Metrics Best Practices - https:\/\/example.com\/contact-center-metrics Net Promoter Score (NPS) Explained - https:\/\/example.com\/nps-explained Standardizing Contact Center KPIs - https:\/\/example.com\/kpi-standardization &amp;nbsp; ","author_name":"Contact Center Show","author_url":"http:\/\/sites.libsyn.com\/321776","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/40362435\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/item\/40362435"}