Customer Experience is the emotional affect an individual feels about an organization, goods, or services. Customer experience is an area of focus for organizations that view the customer as an important asset. It is also used to describe an individual interaction an person has with an organization.
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” »
“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!
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” »
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!
Do you want to deliver better customer experiences in your contact centers? Do you want customers to be wowed? I know, these seem like stupid questions to actually expect a response. Really, who in their right mind would answer “no”? This is exactly why I did not ask these questions while at a contact center conference a few weeks ago. At this event I had the opportunity to meet with over a hundred contact center practitioners, all there trying to gain more knowledge and skills. Just like so many of us, these people want to do a better job, and were investing time and effort to do so. No time for stupid questions!
Honestly, I think we all have the same desire to progress and to do a better job. We definitely do not want to fail. It’s these desires that can also lead us to temptation in contact centers. We have to face the fact that at some point we were new to contact centers. Despite a few stories I have read, I do not think people were born to work in contact centers. It is a learned skill. And for most of us, it chooses us, we did not choose it. When each of us start something new we naturally look to see what others are doing to determine what we should do. A somewhat structured approach of “what are others doing“ is called benchmarking. One thing that may not clearly be understood is that benchmarking actually meets a fundamental human need to avoid risk and to find comfort in familiarity. Continue reading “Wow Customer Experiences from Contact Center Quality” »
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe.
Dr. Jodie, for 2014 we want to change our approach and become more customer centric. Where is the best place to start? – John D.
Thanks for your question, John. Changing from a product-centric or company-centric approach to a customer-centric one will certainly serve your company well in the long-run. Be prepared that the changeover will be a challenge as you relearn engrained behaviors – but it’s worth it. When you undertake what we call the Quality Assurance Transformation Process, you must do away with your old company- or product-centric behaviors, change your way of thinking, and act to deliver exceptional customer experiences. Continue reading “Launching a customer-centric approach with Quality Assurance” »
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 feared that your contact center is merely assuring that you are achieving the common practice due to your quality assurance program? The unintentional industry standard is actually a huge gap between company and customer perceptions when it comes to quality. What contact centers deem to be high quality is misaligned with the customers’ perception. Study after study has reported this to be fact. If your Quality department’s objective is to generate a great customer experience when measuring quality, it must be separating the customer’s evaluation of quality from the company’s evaluation of quality?
For the past few decades the main component of Quality Assurance in contact centers has primarily consisted of internally quality monitoring (iQM) calls for grading and coaching (we hope) purposes. Internal Quality Monitoring (iQM) is listening to calls and grading agents based on a standard set of criteria with monitoring forms. If the agent scored high on the call, high quality customer service was (perceived by the company to have been) delivered; if not, the agent was coached (we hope) on how to improve their performance going forward. But factually, how did the customer evaluate the quality about that high scoring call? (Review: Internal Quality Monitoring is Unable to Answer the Quality Question) Were their expectations met? Was the relationship strengthened? Would they agree that they received high quality customer service as well? Or would their evaluation be different? Of course it’s different! Remember…study after study has proven this gap to be fact. Continue reading “Quality Assurance Optimization Requires Transformation” »
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe.
Dr. Jodie, we are interested in transforming the customer experience in our contact center but I’ve heard that traditional Voice of the Customer programs are not the best route any more. Do you have a suggestion for how we can truly put our customers first? – Jenna H
Thank you for your question, Jenna. In fact, Contact Center Quality Transformation is something we continuously talk about with our clients and colleagues. At its most basic level, quality transformation is about turning your contact center and business into a customer-centric organization. When we talk about quality transformation and putting our customers first, we see very quickly that we are adding value to our organization and unlocking the true potential of our contact center. The problem is that everyone TALKS about doing this but then implements a common Quality program that does not get those results. Continue reading “CX Bang with Quality Transformation” »
Previously published on ICMI
Some of the best television commercials that have ever aired have been debuted during the Super Bowl.
One of my favorites is an advertisement that aired in the year 2000 for Electronic Data Systems (EDS), now part of HP. The ‘Cat Herders’ commercial visually documents the extraordinary courage, effort, and gratification of being a Cat (not cattle) Herder. You can easily see what it was like to live the dream of driving those short hairs into town while not losing a single one…ain’t a feeling like it in the world. Don’t let anybody tell you that it’s easy.
The commercial attempts to convey a message in a funny (belly-laughing) way. The message is that EDS can help to make the complexities of your business easier and will Continue reading “Why Managing the Customer Experience is Like Herding Cats” »
The concept of guiding patronage behavior can be traced all the way back to ancient Greece and in the print media back to the 1600s. I’m sure you’ve felt the impact of an effective marketing campaign (or marketing attack) and can personally attest to the success of such efforts on shaping behavior. Did you pre-order the new iPhone 5s? Did you put a Furby or a Slanket under the Christmas tree? Have you agreed to try the DirecTV NFL Ticket? Have you gone to movies on opening night? Our behavior has been influenced to feel a need for many things, some things that may appear crazy to others, even to ourselves in retrospect.
A Blockbuster Flop
This is all well and good (and necessary) that Marketing is out there developing new customers, but the reality is that the customer experience must be positive in order for Continue reading “Marketing Attacks Ambush the Customer Experience” »