Eric Sims, CX cowboy at Leading Edge Connections, joins us on the Contact Center KPI Podcast to discuss the highly requested topic - customer retention and churn.You'll come away with Eric's top action items when it comes to improving retention. One of his secrets starts right with your agents. Your agent's happiness directly impacts customer retention as they are a representation of your business and the service you provide.------More about Eric Sims:Eric is a modern-day CX and contact center cowboy in the vast and ever-evolving Wild West of the contact center industry. Just as a cowboy herds cattle with skill and precision, Eric channels efforts into revolutionizing how businesses interact with their customers. Leading-Edge provides innovative customer service strategies that corral wandering customer experiences into unforgettable journeys. He currently serves as the Sheriff and Trailblazer (Founder & CEO) of Leading Edge Connections. America’s #1 Fully Remote Outsourced Contact Center.
