Want to solve ALL your customer experience and contact center issues TODAY? It’s easy! With these multivitamins you can give your agent engagement energy a tremendous boost! Or you can use the Customer Experience in a spray to instantly provide that WOW experience…
I’m obviously kidding. If only it were that simple, right? We’ve all seen those infomercials touting the latest quick-fix unbelievable products that you must have. After being in this industry for a few decades, I see some of the claims of many contact center solution vendors not falling too far from this infomercial tree.
Those with valuable experience know that meaningful transformation takes hard work and dedication, especially when it comes to your contact center. Employee engagement, improved customer experiences, voice of the customer needs, quality assurance wows, overcoming cross-functional barriers, difficult to manage hold times; these are issues that plague many contact centers and truly require skilled experts to help in resolving, not some software purchase. Continue reading “Infographic of contact center solutions like we see on TV” »
“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. This e-book contains diagnostic questions to uncover problems with Quality Assurance in contact centers. Seeking your answers in benchmarking reports may seem like an easy way to get reassurance of direction; however, exercise extreme caution. Many people ask ‘how many things should I measure on my QA form?’, but this may not be the right question to ask. It’s too easy to focus on the number. Ultimately, nobody wants to invest in a quality program that is prohibited from delivering value. Most QA forms with more than 20 criteria to measure deliver low value. This e-book was developed to help you get more value from your quality assurance program.
Why is having more than 20 scoring criteria on the internal quality monitoring form a problem? Continue reading “What’s the right number of things to measure on your QA form” »
“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 Resolution, but beware – it’s easy to focus on common practices that will get average outcomes. With Resolution, it’s even more difficult to benchmark considering that the metrics are likely not calculated in a comparative format. Benchmarking activities has resulted in a narrow Quality Assurance definition that, for most, has not developed past the middle/average service experience. This ebook was developed to help you be much more than average. Continue reading “Why FCR is not a contact center metric anymore” »
“Are your quality and training programs integrated?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover common problems of the long history of Quality Assurance in contact centers. As a fallback, it’s natural to seek benchmarking reports for reassurance of direction, but beware – it’s too easy to focus on common practices that will get average outcomes. No one wants to be in a class that is taught-to-the-middle. Benchmarking activities has resulted in a narrow Quality Assurance definition that, for most, has not developed past the middle/average service experience. This ebook was developed to help you be much more than average.
Why not integrating the Quality and Training programs (deep enough) is a problem?
It is possible that many perceive they have integrated their quality and training departments, when, in fact, they have not; at least not to the depths that are necessary for contact centers to do today. Positioning these two functional groups to report to a Manager of Quality and Training does not represent a high-performing integration. Continue reading “Top Reasons the Quality and Training Programs Must Integrate” »
Customer Satisfaction (CSAT), Net Promoter score (NPS), American Customer Satisfaction Index (ACSI), and Customer Effort score (CES) – are all topics of discussion in this on-demand video. Which one is right for you? Are you “stuck” with one of them? What do you do?
Well, each customer experience metric has issues. Many times individuals make adjustments to customer experience measurement programs making the measurements, reports, and interpretation erroneous. Do you know what they do? In this free on-demand webinar video, Jim Rembach, Customer Experience Professionals Association (CXPA) Expert Panel member and SVP with Customer Relationship Metrics, talks about each of these metrics and reveals common issues, potential benefits, and actions you can take to improve the buy-in for improving the customer experience.
Watch the webinar today and also learn:
1) The 5 untold CX issues that need fixing
2) How it impacts Agent Turnover and hiring
3) 5 actions to take to boost your results
Learn about the number one thing you should focus on. It’s time to increase your knowledge on these customer experience methodologies to better serve yourself and your customers. Watch this video now!
We would like better results on our post-call IVR surveys, we are looking to enhance our customer experience performance. Where do we start? – George M.
Thanks for your question, George. If your customers are like most, they are raising their expectations continually. So you are right to look at what you are doing to get better in your contact center. To deliver better customer experiences, contact center quality must transform at a more dramatic rate. It’s too simple to follow what most have been doing for the last few decades and now many are bewildered as to why customers are dissatisfied. It’s time to revolutionize the way quality assurance is conducted.
That sounds really dramatic, doesn’t it? But, the truth is that the customer experience has a very large impact on the value of your contact center. And the quality items most measure, manage, and report greatly influence the result. If you want your contact center to experience unique results in the customer experience you must dramatically change priorities, processes, and metrics in your Quality Assurance programs. To create a more positive impact on the customer experience, George, this is the best place to start. A special secret: It actually ends up costing less to operate quality assurance when the transformation takes place. Continue reading “Unique results with quality assurance” »
“Does your quality team include customer experience experts?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover many of the problems that have been perpetuated over the decades-long history of Quality Assurance in contact centers. Benchmarking makes it easy to focus on the common practices that yield average outcomes (or worse). This has resulted in a narrow Quality Assurance definition that, for most, has not developed past the ho-hum average service experience. This ebook was developed to help counteract the ho-hum.
Why is not having a customer experience expert on your quality team a problem?
Fielding a Quality Assurance team in your center is not a small feat. Think of yourself as David Poile, the General Manager of the 2014 US Men’s Hockey Team. How can you recruit the right players that are going to yield a team that can win the Gold Metal? And avoid investing your resources in people and processes that will not create a quality assurance program that delivers an IMPACT? It’s not easy or everyone would be doing it. Instead, most are replicating the common practices, thinking they are “best practices”, just as they have been doing for the past 20 years in the contact center industry. What I see is that contact centers continue to manage to the middle, so to speak, instead of building Quality Assurance to win it all for the company and customers. Without even knowing, they end up settling for another season with a team that can’t possibly compete for the podium. Continue reading “Why your quality team should include customer experience experts” »
Below are the question pages in image format for 29 Mistakes to Avoid with Contact center Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime.Continue reading “Gallery – 29 mistakes to avoid with quality assurance programs” »
Customer Relationship Metrics very own Jim Rembach, Customer Experience Professionals Association (www.CXPA,org) CX Expert Panel member, will speak at Measuring Customer Experience: 5 Frequent Issues and 5 Actions, (WATCH THE ON-DEMAND RECORDING) a Keynomics Webinar, Thursday, January 23, 2014 from 2-3PM EST.
Measuring the customer experience correctly is the focus of most contact center leaders. Beyond just CX measurement we want to thrill our customers; go beyond just customer satisfaction. However many companies are struggling with their measurement programs and taking the correct actions necessary to improve the customer experience. A Temkin study says only 25% of Fortune 500 companies measure and take decisive actions. So now what?
Jim will share insights on 4 different CX measures with industry examples. He will reveal 5 common misconceptions and 5 specific actions to take to improve results. Co-presenter, Andrew Neff will highlight two relevant corporate examples of what worked … and what didn’t. Register now to get access to this webinar where they uncover:
- Leading Customer Experience (CX) Measures
- 5 Untold CX Issues That Need Fixing
- How It Impacts Agent Turnover and Hiring
- 5 Actions To Take to Boost Your Results
Don’t miss this opportunity hear the things you have been missing! Registration takes less than 10 seconds. To register, follow click this link.
Below are the question pages in image format for 25 causes of Customer Experience Big Data Dysfunction eBook with Self- assessment. You can download the entire ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime.Continue reading “Gallery – 25 causes of customer experience big data dysfunction self-assessment” »
Below are the question pages in image format for 25 Voice of the Customer Mistakes to Avoid eBook and self- assessment. You can download the entire ebook for free in our contact center resource library. If you would like permission to use these, or have any questions, you may contact us anytime.Continue reading “Gallery – 25 Voice of the customer mistakes to avoid and self-assessment” »
Dr. Jodie, we are ready to transform our customer experiences in the New Year. What are the first steps? – Jane B.
Thank you for your question, Jane. When you undertake what we call the Quality Assurance Transformation Process, the first steps you must take is to change your way of thinking from the product or company mindset to a customer-centric one. You may think, but we are doing that Jodie. Forgive me for doubting. Saying that you are doing it and actually doing it are entirely different. Case and point: why would you need to transform your customer experiences in the New Year? This shift is substantial and affects the processes, people and sometimes philosophies of a call center.
We find a really helpful place to start when call centers are serious about impacting their customers’ experiences through QA Transformation is to ask themselves the 4 Vital Questions which are: Continue reading “What is the first step to customer centric?” »
Do you want to deliver better customer experiences in your contact centers? Duh, of course you do. I don’t think anyone in their right mind would say otherwise. To deliver better customer experiences, contact center quality must transform at a more dramatic rate. Too many practices are built on the exact same premise as they were back in the 1980′s. I have compiled five articles from this year that can help you start to move forward on your contact center quality excellence journey. Remember, your quality program can either enable or disable your ability to improve the customer experience.
The truth is, the customer experience is a large impact on the value of your contact center. And the quality items you measure, manage and report metrics on greatly influence the result. Having a problem with empathy? Quality Assurance is driving that. Have a problem with FCR? Yep, QA. Have a problem with agent morale? Hey, it’s QA. We all know that “what gets measured, gets managed.” Well, there is a downside to that as well. “You get, what you get.” Continue reading “The 5 Best in contact center quality excellence” »
Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point self-assessment on common mistakes that can be avoided that ultimately undermine a contact center’s ability to maximize customer experiences with service delivery. The findings in the ebook are based on more than a twenty year span of analyzing and designing a holistic approach to quality assurance practices in contact centers.
Virtually unheard of until recently, quality assurance transformation has quickly become one of the hottest activities in contact centers. In the past six months, quality assurance transformation has become a big topic of discussion in the press, blogs, social networks, and industry events.
Contact Center Quality? Quality Problems!