Customer Experience

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.

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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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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

Metrics Measurement and ROI

This recorded Google Hangout on Metrics, Measurement, and ROI includes some key tips you don’t want to miss. Three customer experience experts discuss one of the six core competencies of Customer Experience. Customer Relationship Metrics SVP Jim Rembach is part of the panel which also includes Lynn Hunsaker and Yvonne Nomizu. Leslie Pagel narrates the discussion.

Learn how WAZOO and FREAKING play a role in your metrics strategy. Jim always brings props to these CXPA Google Hangouts and this one is no exception.

voc metrics measurement roiIn this video you will also learn about a very important study conducted at Northeastern University that can help you to persuade people to make better customer experience decisions.

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

How to raise customer confidence with your contact center agents

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate their confidence in the answer provided by the agent as part of your quality process?”  The e-book contains questions designed to uncover opportunities in Quality Assurance programs within customer contact centers. A major task for management is to forever be in search of best practices, a golden ticket, and a new path to be illuminated so operations can be improved. Unfortunately, a too common trend is to look for answers via benchmarking but not all important service dynamics, such as customer confidence can be benchmarked. Many important customer experience criterion are not measured, not measured correctly, and not benchmarked. This e-book was designed to help you become the leader of the pack by not missing out on important tools.

Why is not having the customer confidence rating a problem?

Contact centers are highly complex organisms, wouldn’t you agree? Squeeze something over here and see the impact over there. As managers, we need to squeeze the right things so we get the effect that we need which is usually categorized as a better customer experience at a lower cost to provide. A customer experience with your contact center is extremely important for your brand. When a customer does not have trust in your center, well, they lose trust in the brand. Your agents have the power to be brand enhancers or brand detractors. Continue reading

Contact Center Resources for Marketing Professionals

contact-center-resources-marketers-buttonAll of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the operation and insights that can be captured in contact centers. Moments of truth, magic moments, defining moments, tipping points, perceptions, expectations, and recovery can all impact an organization’s brand and most often experienced and sensationalized and culminate in the contact center. These contact center resources for marketing professionals are focused on helping to better leverage the contact center for maximum brand impact.  Continue reading

How do channels like e-mail, chat, Twitter and Facebook impact the agent

Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem’s blog.

are-you-generating-volume-in-one-channel-because-of-poor-service-in-anotherIn an effort to provide better customer service, contact centers have added more channels of communication. But how do channels like e-mail, chat, Twitter and Facebook impact the agent?

Ultimately, it’s a balancing act, says Jim Rembach, senior vice president of sales and marketing for Customer Relationship Metrics, an award-winning contact center managed analytics services company.

Jim tells us, “When you look at the ability of human beings and what we can handle, multi-tasking isn’t always possible. Studies have shown the brain ends up inefficiently switching focus from one activity to another. When you have all of these channels, you increase the likelihood of poor performance from your agents.”

Over the past few decades, organizations have gone back and forth between segmentation and universal agents. When too much is put on agents’ plates, the degradation of the customer experience begins and the roles are often separated again to turn around poor agent performance. Continue reading

Infographic of contact center solutions like we see on TV

Infographic of contact center solutions like we see on TVWant to solve ALL your customer experience and contact center issues TODAY? It’s easy! Get the infographic of contact center solutions like we see on TV and learn about the multivitamins you can give your agents to improve engagement energy! 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. The infographic of contact center solutions like we see on TV covers employee engagement, improved customer experiences, voice of the customer needs, quality assurance wows, overcoming cross-functional barriers, difficulty in managing hold times; these are issues that plague many contact centers and truly require skilled experts to help in resolving, not some software purchase, or silly infomercial product.  Continue reading

Top Reasons Quality and Training Programs Must Integrate

“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

Video Measuring the Customer Experience 5 Issues and 5 Actions to Take

Measuring the customer experience videoMeasuring the Customer Experience with 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?

Measuring the customer experience is challenging

Well, when measuring the customer experience every 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 making changes in measuring 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!

Gallery – 29 mistakes to avoid with quality assurance programs

Below are the question pages in image format for 29 Mistakes to Avoid with 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.

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29 quality assurance mistakes to avoid ebook 90 percent contact center budget impact

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Webinar: Measuring Customer Experience: 5 Issues & 5 Actions

Video: Measuring Customer Experience: 5 Issues & 5 ActionsCustomer 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?

CTA-quality-assurance-check-upJim 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.

Webinar: Measuring Customer Experience: 5 Issues & 5 Actions

Follow the link above to watch the recording of this webinar where you’ll learn about:

  • 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.

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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Gallery – 25 Voice of the customer mistakes to avoid and 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.

25 Voice of the Customer Mistakes to Avoid eBook and self- assessment

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The 5 Best in contact center quality excellence

The 5 Best in contact center quality excellenceDo 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 in the best in contact center quality excellence 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

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