Vicki Nihart

/Vicki Nihart

About Vicki Nihart

Six Sigma certified and more than 15 years experience in contact center operations. Vicki leverages contact center operations subject matter expertise and deep analytic capabilities to support clients and build relationships. Analyzing and interpreting data is a passion she converts into purpose.

Time to Stop Customer Feedback

Customer feedback is a waste of time for many. It’s a waste of time for the customers to provide it, a waste for managers to review it, and waste of time for agents to receive it. Oh, and a waste of money to collect it and to summarize it. How can that be? The underlying [...]

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right? Maybe not. Your plan may be undermined by your company and its internally created road blocks that make [...]

What side of the quality assurance argument are you on?

It is not difficult to achieve a consensus that it’s necessary to have a quality assurance program in your contact center. Unfortunately, not everyone in the organization agrees on the value of the program. This quality assurance argument causes a lot of frustration but is something that you can overcome. Some view quality assurance strictly [...]

By | 2016-12-05T15:14:37+00:00 October 23rd, 2014|Call Center Quality, Quality Assurance|0 Comments

Yes, You accidentally cause agent burnout

Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in the department and, according to the masses, I work for one of the best managers in the [...]

Top 4 Reasons Quality Fails

You created your quality process in order to help improve the overall quality within your contact center, but is it easy to find the reasons quality fails? How you uncover the unintentional reasons quality fails is what will set you apart from your competition. When a client implemented a new quality assurance process they expected [...]

By | 2016-12-05T15:14:37+00:00 July 31st, 2014|Call Center Quality, Quality Assurance|0 Comments

Why consistency with QA calibration may make you inconsistent

“Do you conduct inter-rater reliability testing?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. This e-book contains diagnostic questions to uncover common errors made within Quality Assurance programs in contact centers. Benchmarking is not always helpful if you want to break-away from the pack and deliver [...]

Why QA must generate a company score beyond VoC

“As part of your QA process, are you generating a score for the company?” is one of the questions included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The e-book includes diagnostic questions designed to uncover opportunities with Quality Assurance in contact centers. While benchmarking reports may be an easy way to [...]

By | 2016-12-05T15:14:42+00:00 March 13th, 2014|Quality Assurance, Voice of the Customer|0 Comments

What’s the right number of things to measure on your QA form

“Do you have less than 20 scoring criteria to grade on your internal quality monitoring form?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. What’s the right number of things to measure on your QA form? Seeking your answers in benchmarking reports may seem like an easy [...]

By | 2016-12-05T15:14:42+00:00 February 26th, 2014|Quality Assurance|0 Comments

Why FCR is not a contact center metric anymore

“Do other parts of your business take responsibility for FCR performance?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes a series of diagnostic questions to uncover long-term problems of Quality Assurance in contact centers. It’s likely that you have seen benchmarking information on [...]

By | 2016-12-05T15:14:42+00:00 February 20th, 2014|FCR, Quality Assurance|0 Comments

Quality Assurance Optimization Requires Transformation

Every company has a department, or several, that perform internal checks to ensure that the quality of the product, service, process, and technology meets or exceeds company-defined standards. Most people refer to these departments as Quality Assurance or QA. Contact centers have been a fertile hotbed for Quality activities for decades! But, have you ever [...]

By | 2016-12-05T15:14:44+00:00 December 9th, 2013|Customer Experience, Quality Monitoring|1 Comment

Why you should not use survey findings to make operational and strategic decisions

“Are you afraid to use your post-call IVR survey findings to make operational and strategic decisions?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover many of the problems that Customer Relationship Metrics have [...]

By | 2016-12-05T15:14:45+00:00 October 9th, 2013|Survey Calibration|1 Comment

How to get agent scorecards with coachable data from surveys

“Are you missing agent scorecards with coachable data in your post-call IVR survey program?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover many of the problems we have come across since inventing post-call [...]

By | 2016-12-05T15:14:45+00:00 October 3rd, 2013|Call Center Analytics, IVR Post-call Surveys|0 Comments

How to know when survey participants request to be called back?

“Are you unaware of a survey participant’s request to be called back?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover many of the problems we have come across since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:45+00:00 September 25th, 2013|IVR Post-call Surveys, Survey Calibration|0 Comments

Are real-time alerts missing from your Contact Center survey program?

“Are real-time service recovery alerts missing from your post-call IVR survey program?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment diagnostic questions were created to assist in avoiding common pitfalls to customer experience measurement programs. Since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:46+00:00 July 31st, 2013|IVR Post-call Surveys|0 Comments

What to do when your post-call IVR survey links scores to the wrong agent?

“Does the IVR survey link scores to the first agent spoken to if the caller spoke to more than one agent?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The design of a customer experience measurement program can too easily become fraught with pitfalls. [...]

By | 2016-12-05T15:14:46+00:00 July 25th, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Do you have reasons that cause you to throw out surveys?

“Do you have a list of reasons that cause you to throw out surveys?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. There are many barriers to success for your customer experience measurement program and it’s helpful to avoid the common things we have [...]

Does your survey only have questions about agent performance?

“Do you only have questions about agent performance?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions that will help you to identify any of the many problems I have come across since inventing post-call IVR surveying in [...]

Do you block or filter customers from participating in your surveys?

“Do you block or filter customers from participating?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions so you can evaluate your current program with many of the problems I have come across since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:47+00:00 May 23rd, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Have you failed to implement the Survey Calibration process?

“Have you failed to implement the Survey Calibration process?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to examine your post-call IVR survey program against the many problems I have come across since inventing it [...]

Do you think it’s a good idea to transfer upset customers from the survey to supervisors?

“Do you think it’s a good idea to transfer upset customers from the survey to supervisors?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to uncover weaknesses in your post-call IVR survey program or implement [...]