Contact Center VoC solutionsJim Rembach2015-05-18T17:11:17+00:00
The Only Experts and Authority on Contact Center Voice of the Customer Scorecards
With over 20 Years and counting, Customer Relations Metrics is the most complete and trusted High Performance VoC consultants in the contact center industry.
Agent scorecards and more in only a few weeks!
At Customer Relationship Metrics we will help you create a post-call IVR survey program that will be fully operational in only a few weeks. You will have contact center agent scorecards and discover the Best Thing you should do now to deliver more positive, memorable customer experiences that drive ROI and lower costs. Are you ready to convert your voice of the customer into the Best Tool? Contact Jim at 336-288-8226 for a complimentary consult.
Flexible Solutions: From Strategy to Agent Development
Customer Relationship Metrics’ possesses deep subject matter expertise in designing contact center post-call IVR survey programs. In fact, we invented it! We can help you from strategy design, delivering insights and closing the loop in agent performance. Your High Performance Voice of the Customer program will enable you to discover the Best Thing for your agents, your customers, your company and you. And the best thing for you is, we can take care of it all.
Methodology and Approach: Designed with you in mind
Customer Relationship Metrics leverages proven methodologies and approaches, each with its own meaningful purpose. We listen to our clients and and find the Best Thing for them. Our solutions are generated out of collaborative design.
Rapid Implementation Method
The RIM methodology along with hosted tools allows us to do our work fast, with the least amount of disruption to your business!
Minimally Disruptive Method
Using the RIM and the MDM techniques in conjunction with each other, you will be able to experience more rapid returns on investment and increase the value of existing investments!
Our process leverages a proven assessment and planning process framework, expertise and experience, while working with you to effectively and efficiently create actionable plans.
Those Are Just A Few Main Features, There Are Plenty More
Need to consolidate reporting from disparate data sources to combine with VoC? No problem, Customer Relationship Metrics includes integration for 1000’s of data sources in the Voice of the Customer Performance Manager (VoCPM™). Our hosted reporting will allow your VoC data to shine.
Ridiculously Easy Setup
Many VoC solutions claim to have a quick setup, but leave you dealing with several IT issues. Do you want that? Customer Relationship Metrics truly offers a quick, easy setup. Once we kick-off your project, within two weeks we’ll help you discover previously undetected insights in your data, performance, and reporting. It doesn’t get easier than that to find the Best Thing to do.
Tools are the backbone of VoC data analysis, and Customer Relationship Metrics uses a robust set. You can use them or not. If you would like to conduct additional ad hoc VoC analysis we will provide you access and training so you can have the freedom to play in your sea of Voice of the Customer data. You can have fun swimming or sit back while we do all of the work. The choice is yours.
Program Options: Finding the Best Thing
Meed more than VoC scoarcards for you agents? We provide additional solutions for even greater customer and performance insight. From customer comment analysis, speech analytics, text analytics, and more. You have choices. Do the Best Thing for now and know that we can grow with you.
Surveys / Voice and Web
Entire Call Flow
The Next Level
Comments / Notes / Social
Targeted and Unique
Reliability and Usability
KPIs / Goals / Predictive
Behavior driven / Persuasion based
Relationships: We Love Developing them, with You and for You.
We are dedicated to relationships. When you hire us, there is no need to worry about customer support. With over 20 years serving others, you have a risk-free decision with Customer Relationship Metrics. We guarantee it!
“This is the Best Relationship.”
“Our customer service area has multiple vendor relationships and CRM is by far the best. It’s really the relationship that they’ve built with us and it goes beyond the ordinary and expected. Our company emphasizes a total care management philosophy – right down to our contact center. CRM has both the expertise and the personality we are looking for to be an effective partner. They do more than anticipate our needs, they help anticipate our family’s and patient’s needs.” – Chris Lah, Cincinnati Children’s Hospital