Get over 300% ROI from Contact Center Agent VoC Performance Management Scorecards

With over 20 Years and counting, Customer Relations Metrics is the most complete and trusted Agent Performance Management VoC consultants in the contact center industry. Go live in less than 2 weeks!


Agent VoC scorecards and more in only a few weeks!

At Customer Relationship Metrics we will help you create a post-call IVR survey program for agent performance management that will be fully operational in only a few weeks. You will have contact center agent VoC 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 your Best Tool? Contact Jim at 336-288-8226 for a complimentary consult.

contact center voice of the customer is the best thing

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

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

  • Easy Implementation

  • No Software to Buy

  • No FTEs to hire

  • Pay Per Use

  • System Agnostic

  • Powerful Customizations

  • Managed Administration

  • Deep Subject Matter Expertise

  • Knowledge Transfer

  • Leading Practice Access

  • Free Updates

  • Multiple Program Discounts

  • Referral Discounts

  • Industry Recognition

  • Guaranteed Results


What Else? Full Report Integration

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: We Use Them. You Use Them?

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 your 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


Beyond Customer-centric


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

Schedule a risk-free demonstration!