“The science of analysis” or how an entity (i.e., business) arrives at an optimal or realistic decision based on existing data.

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Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience.

I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being in queue for a contact center agent. But I never mind waiting at Chick fil-A® because I get to watch, instead of hearing IVR messaging. It’s so interesting to watch the team behind the counter when they have a queue.

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Quality investments are like Granite Countertops

Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had!

There is a seemingly infinite number of decisions to be made. It’s not at all like taking the romantic notion of “let’s build the house of our dreams” to completion. Adhering to the construction budget, while actually sticking to the main point of the project, is difficult to do.

Your idea of quality in building a home may be more like $295/sq. foot when you can actually afford $225/sq. foot. But you have to understand the value of your investment to be wise. Continue reading

Gaining control of your contact center surveys

The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it feels like on the morning of an important test? A final exam? Or a presentation for that huge project? I remember very clearly the moments before my dissertation defense, thinking how those three people held my future in their hands. Am I prepared? Will the assessment be fair? What if it’s not fair – oh my – I can feel my heart rate accelerating just thinking about it.

Assessment is necessary, but it shouldn’t be a necessary evil. As you participate in the 29 Quality Assurance Mistakes to Avoid self-assessment, explore the idea “Is your assessment of the customer experience more important than your marketing department’s?” Continue reading

Mystery Calculating Customer Value Revealed

Calculating customer value is one of the areas of focus in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The question asked, “Do you include the customers’ rating of being treated as valued in your quality process?”, gets to the root cause of the customers’ calculation of value. This e-book is designed to help you identify issues with your existing Quality Assurance Program by asking thought provoking questions, such as this, that will help you unlock the insights into how you are valued by customers.  Value is a two-sided coin. The side we are most familiar with is the internal financial models of calculating customer value; specifically what does a customer mean to the company in regards to revenue or cost? But value also has a reciprocal element where customers feel valued they will value you more. That is the focus of this story. Continue reading

Mind-blowing reality contact center agents share with doctors

In this video learn about Doctor Ava Knight and her plight with delivering the best patient (customer) experience. Ava became a doctor because she loves to help people, she loves to connect with people, she likes to build relationships, she likes to know she has made a difference in the lives of people. Ava shares a lot of similar characteristics with contact center agents, and the attributes of people that are sought out for hire by contact centers. But Ava is also experiencing the mind-blowing reality contact center agents share with doctors.

After you watch this video, you are going to think about your personal stories of the doctors you like, the time you spend in the waiting room, and the time you spend in the examining room and begin to connect your personal reality to the life and plight of contact center agents. If you are like most, you will probably laugh at this story. But it’s not going to be a laugh based in humor. It’s probably going to come from some other place that feels more uncomfortable that gives you that hair stand up on your neck feeling. Continue reading

Gallery – 25 causes of customer experience big data dysfunction self-assessment

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.

25 causes of customer experience big data dysfunction self-assessment cover page
Self-assessment start page

Question 1 of CX big data self-assessment
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What is the first step to customer centric?

Dr. Jodie answers all your customer experience questionsDr. Jodie, we are ready to transform our customer experiences in the New Year. What is the first step to customer centric?  – Jane B.

Thank you for your question, Jane. When you undertake what we call the Quality Assurance Transformation Process, the first step to customer centric 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 contact center.

The first step to customer centricWe 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

Avoid the Hazards within the Quality Process

Dr. Jodie answers all your customer experience questionsWhen I think about hazards in the quality process in contact centers I think back to when I was in school and the teacher broke the class into groups for a project. If you’re like me, you inevitably ended up doing the lion’s share of the assignment (to make sure it was done right!), only to have the laziest group member step up and take the credit. Or no one in the group did the same amount of work and everyone got the same grade. Sadly, this sort of thing still happens to adults when our performance isn’t always evaluated correctly or fairly.

The quality process in contact centers is fraught with the possibility of unfairness. A highly visible hazard is common with post-call IVR surveys because of the easy occurrence to link scores to the wrong contact center agent. Callers are instructed to evaluate the last agent but they decide to rate the first agent or the one from yesterday or last week. In these cases, it’s not the agent that’s taking the credit for themselves like my lazy group member, but instead it’s the customer assigning an evaluation that was intended for someone else. Continue reading

A sneak peek to the ICMI Call Center Demo and Conference in Atlanta

CCNG hosts Jim Rembach as Keynote speakerJim Rembach, Chief Spokesman for Customer Relationship Metrics, is at ICMI’s Call Center Demo & Conference 2013 this week exhibiting CRMs newest developments in External Quality Monitoring and Internal Quality Monitoring techniques and tools for your contact center. The ICMI Call Center Demo and Conference 2013 brings together the largest network of contact center leaders at an event that is developed by the industry for the industry created by an independent advisory board.

ICMI Community Specialist Erica Strother  interviewed Jim prior to this week’s event and asked what advice he would give contact centers that want to use metrics to improve the customer experience.  He said, “Your metrics should never be your lead when you’re trying to tell your customer experience story. It’s the story that has to come first.  Think about it this way, metrics are the supporting actors in your movie. They have no heart.  People can’t connect to the metrics, but they CAN connect to the story.  When your customers are telling the story and the metrics are backing it up, that’s a win.” Continue reading

Don’t waste time on Voice of the Customer Programs

This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe.


Dr. Jodie answers all your customer experience questionsDr. Jodie, we want to implement a Voice of the Customer survey program in our contact center but we aren’t sure where to start.  What do you suggest?   – Arnold H.


Click to view larger image

Thanks for your question Arnold, but actually I suggest that you NOT implement a VoC survey program.

Instead, create an External Quality Monitoring (eQM) program to most effectively serve the needs of your call center and your customers without the burden of adding low-value activities. A VoC survey program is a short-sighted choice for your contact center.

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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 come across since inventing post-call IVR surveying in contact centers almost 20 years ago.

Why is this a problem?

The purpose of asking customers about their experience and collecting mountains of data every year is to help you to improve and to grow your business, right? Leveraging the feedback that the customers provide can be the best way to identify and quickly remedy process breakdowns as well as capture process improvement ideas. Who better to ask where the pains lie than the end user?

One of the biggest mistakes organizations make is by not asking the right questions. Often when companies implement a post-call survey, they get so focused on keeping it short that they don’t take the time to ask themselves what they genuinely need to learn. For example, if the survey is so short that it only asks ‘was the agent courteous?’ and ‘would you recommend this service to a friend?’, what are you really going to learn by asking? More importantly, how will you leverage the responses to help improve and/or grow the business? What happens when the percentage of responses to one of those questions begins to shift heavily towards ‘no’? Where are you going to turn in order to determine why they are responding with no? How many man-hours are you going to waste trying to guess about the cause of the issue? So in this example, you definitely do not want to use the findings to make operational and strategic decisions. Continue reading

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 IVR surveying in contact centers almost 20 years ago.

Why is this a problem?

Do you think feedback and coaching are a vital part of the performance of your contact center? All high performing contact centers do. They know, in order for an agent to be successful, it’s necessary to know how well they are performing on a regular basis and also how to improve. These high performing centers focus on obtaining coaching insights that are targeted on areas in which they are performing well and identifying any areas that need improvement. Sounds simple enough, right? Unfortunately, if your survey program doesn’t generate a scorecard that has coachable insights from the customers, the task of providing customer-focused improvements to each agent becomes impossible. Continue reading

Look Beyond What You See with Surveys

make the data actionableOriginally published on ICMI.

“Look beyond what you see.”

When I hear this phrase, I visualize Disney’s The Lion King 1½ when Timon receives sage advice from Rafiki about how he can find Hakuna Matata; the life with no worries. Timon was told to look beyond what he sees, so Timon decided that he needed to head to the pointy rock to get his answer.

Rafiki’s sage advice can also be applied to survey results. Looking beyond what you see is truly the difference between success and failure in any customer experience improvement activity. If you are frustrated by your survey program not being actionable, you lack in the ability to look beyond what you see.

Doing data analysis is something that can be taught to a large amount of the population. Go to class and learn the formulas and techniques and you can become a data analyst. Hooray? Wait a moment. Being a data analyst (even if you are a very good one) does not mean you can convert data into something that is operationally actionable. You must be a great data interpreter. For you to be able to convert data (make it actionable) into something more useful than a report, you must look beyond the numbers. You must look beyond what you see. You must interpret the data. Continue reading

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 in contact centers almost 20 years ago.

Why is this a problem?

You want your customers’ opinion on their experience with your organization, right? (I mean, if you are reading this, being more customer-focused has to be important to you.) What happens when a customer completes one of your surveys and requests a return contact?  Think about this for a minute – a customer answers the survey questions and during an open-ended comment asks to be contacted to discuss their experience further. Their scores are all high, in the delighted range, so what could they possibly need to discuss? When they provide their contact information and request to be called, what happens to that survey comment? Does your process notify you that a customer has verbally requested to be contacted? Does it escalate into a call queue for someone to follow up? Is an email sent to a designated group of agents, notifying them that someone wants to be contacted? If your answer is ‘I’m not sure’ or worse yet ‘No’, do you think that is a problem? That could be one of your most profitable and highest referring customers that left that request. Continue reading

3 Things That Truly Matter to Customers (But Don’t Tell Them)

what do your customers really care about?Original post found at ICMI

“I could care less.”

“That is your problem.”

“Better you than me.”

“It sucks to be you.”

These quotes are typical comments, some of which are often more colorful, that may be found in customer comments. You are reviewing customer comments, aren’t you? But when you see these comments, they really don’t give you any insight into why they were said. And most of the time, customers don’t understand the real reason they said them; the underlying reason that matters to you, that is.

I have something in common with 125 million people worldwide, but most of us don’t like to talk about it. We suffer from psoriasis. Psoriasis is the most prevalent autoimmune disease in the U.S., and according to the World Psoriasis Day consortium, affects 2 to 3 percent of the total world population. Because of this faulty issue in my body I have to inject myself every few weeks with a TNF-alpha (tumor necrosis factor-alpha) blocker that binds to TNF-alpha and helps block the process of inflammation in the skin. Remember all of this, there will be a test later. Continue reading

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