About Our Blog
The Call Center Analytics and Action Blog, the official blog for Customer Relationship Metrics (CRM) offers tips, best practices and findings from almost 20 years of Applied Business Intelligence service programs with call centers. Each post brings to you consumer insights and findings from our work with others in customer care across several industries. We analyze data from our business partners to not only to reduce their operational expenses but to increase their profitability.
Learn about mining Voice of the Customer (VoC) data for customer experience management, speech analytics, operational analytics and call center agent performance using different analytic methods and analytic concepts, techniques, and tools to deliver relevant and effective call center business intelligence. To lighten the mood, the “Knuggets and Knuckleheads” section includes outrageous customer comments each week that will cause your entire call center to laugh.
About Us
CRM is an applied call center business intelligence service company. We deliver business intelligence for call centers and mostly work with call centers with 50-500 agents. Example, our External Quality Monitoring program; through data collected with real-time post-call surveys delivers customer experience and effort analytics for more actionable insights to impact:
- First Contact Resolution (FCR)
- Net promoter performance (NPS)
- Call Center Performance Metrics
- Call Center Best Practices
- Cal Center Benchmarking
- Customer Loyalty
- Call Center Agent Performance
And more to unlock the human and organizational potential.
To deliver relevant Business Intelligence to support our business partners in their journey to call center customer satisfaction excellence, we custom build each program cost-effectively based on a proven set of solution frameworks that have been continually enhanced for over 20 years. The savings and returns experienced by our call center business partners is a result of using our multiple-award winning know-how, hosted data collection solutions, hosted reporting tools, and training, setting them apart from their competition.
Our Service Motto
We believe that you do not have to overspend to get high performance. We are frugal and mindful of every dollar spent. We belive in getting what you pay for and using what you buy. Applying our education, experience, and analytic skills enables us the ability to maximize these t help our clinets right spend. Our commitment…is excellence. Our quest…is creating service icons.
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To find out more: www.metrics.net