Contact Center VoC Solutions

Improving VoC Performance


The Ultimate Customer Experience Q&A eBook

Customer Relationship Metrics’ Jim Rembach is a featured CX Expert in the Customer Experience Professionals’ (CXPA) The Ultimate Customer Experience Q&A eBook.

The ebook covers some of the top questions and issues Customer Experience (CX) professionals are struggling with and how experts in the field answer.

The ebook contains 14 questions that were submitted by real practitioners in the […]

Time to Stop Customer Feedback

Customer feedback is a waste of time for many. It’s a waste of time for the customers to provide it, a waste for managers to review it, and waste of time for agents to receive it. Oh, and a waste of money to collect it and to summarize it.

How can that be? The underlying […]

What are common contact center survey questions?

If you’ve been asked to provide “voice of the customer” data to show what customers are actually saying, and how do agents actually impact the customer experience, then a post-call IVR survey can capture the data you need.
Common Contact Center Survey Questions
But what survey questions do you need to ask in order to measure and […]

By |June 26th, 2015|Uncategorized|0 Comments

Customer Effort Analytics Executive Summary

In this on-demand briefing Jessica Gordon with Frost & Sullivan interviews Jim Rembach on effort analytics and the three most important takeaways from member webcast.

Jessica asks what currently counts in call centers and how are companies measuring and optimizing their centers for more profitable customer interactions and better customer experiences.
Watch the Inside Customer Effort Score: Analytics […]

Inside Customer Effort Score: Analytics Expert Case Study

This on-demand webinar Inside Customer Effort Score: Analytics Expert Case Study reveals the analytics of the Customer Effort Score in a contact center. This case study provides wisdom about driving change that you don’t want to miss.

Surveys, speech analytics, and more are discussed as you are taken through the process of developing new strategies to […]

Stop trying to delight your customers in contact centers

Stop Trying to Delight Your Customers in Contact Centers Briefing
In this video I reveal Case Study insights and how customer effort can be impacted through advanced voice of the customer methods.

Customer effort score and first call resolution while being related can not be mistaken as synonymous. In order to determine which metric works best for […]

What is analytics outsourcing?

In the past 15 years the success in outsourcing business process operations has encouraged many firms to start outsourcing their high-end knowledge processing work such as data analytics to skilled and experienced service firms.

Since data analytics helps solve complex business problems by analyzing data and generating useful business insights. Analytics outsourcing has helped several organizations leverage the power of […]

By |June 16th, 2015|Analytics, Business Intelligence, Decrease Costs|0 Comments

Let Customers Quality Monitor Calls

Let Customers Quality Monitor Calls…they do it already.
When customers hear, “This call may be monitored for quality assurance purposes.” You know what they say…Me too!

Getting customers involved with your quality assurance process in contact centers is easier when you make it simple. No customer wants a complex survey solution and neither do you. Everybody wants […]

By |June 16th, 2015|Uncategorized|0 Comments

Improving First Call Resolution in your Contact Center

Improving First Call Resolution is easier when you avoid the mistakes found in this case study…

This white paper is based on a six-month case study of two call centers and how they measured (differently) First Call Resolution (FCR).

You will be amazed at how one call center experienced over a 300% ROI over the other call […]

Call Center Analytics Revealed Case Study

Get an Insiders view to Business Intelligence and Call Center Analytics
In this complimentary case study and ebook Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea, get an insiders view into the world of business intelligence and call center analytics.

Is call center analytics the silver bullet it’s promised to be? Is it […]

Customer Experience BIG DATA Dysfunction

Includes a Customer Experience BIG DATA Dysfunction Self-Assessment
Can you identify the root causes of your customer experience big data dysfunction? Everybody hast it. and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future.

Get an insiders look into the catalysts and […]

Amazing: 13-year olds are leading contact centers

As a parent my desire is to teach my child something every day, about loving herself and others, about being a good citizen of the world, about something simple or complex. Generally I try to use business strategies to help me manage our family life, but there is a lesson I take from my child […]

29 Contact Center Quality Assurance Mistakes to Avoid

29 Contact Center Quality Assurance Mistakes to Avoid: Self-assessment, Case Study and eBook reveals: The 29 common mistakes with contact center quality assurance programs that you can avoid.This simple guide (with pretty pictures too) includes insights and a self-assessment that you can leverage to deliver the great customer experiences you desire. This tool helps to […]

Building an award winning contact center at Black & Decker

Building Award-winning Call Centers

In this complimentary on-demand webinar, Chuck Udzinski – Manager, End-User Service reveals the 4 top elements that helped him and his team at Black & Decker move from ugly, to bad, to good. Their road to building an award-winning contact center unique and can be used to help with building award-winning call centers in […]

Improving Net Promoter Score using Speech Analytics

Improving Net Promoter Score using Speech Analytics

Show of hands, how many of you are happy with using NetPromoter for your customer experience? Studies show very few are happy with it at the business level. But C-level executives like it so you’re stuck with it. What do you do?

In this video learn how you can drive […]

By |June 12th, 2015|Analytics, NPS Analytics, Speech Analytics|0 Comments

11 Steps to Social Media Success in Contact Centers

This white paper is a tool to be used to equip leaders to experience social media success in contact centers by providing the insights necessary to use the contact center to effectively combat the effects of social media terrorism.

In this white paper gives you access to statistics, case studies, and findings from those that have learned […]

Speech Analytics Secrets

Are you ready to join the Contact Center Quality Assurance Revolution and add Speech Analytics to your program? Do you want the know the speech analytics secrets? Then make sure you read this white paper before you make any investments.
Go Beyond the Speech Analytics Secrets
This white paper lays the foundation for extraordinary opportunities. In this ebook […]

By |June 11th, 2015|Speech Analytics|0 Comments

The Most Important Piece Missing from your VoC Program

The most important component missing from your voice of the customer program is trust. Ironically, this is the same component that drives your customer loyalty.

If you want to rally your executives and employees around the voice of the customer then you must put in an effort that goes beyond collecting data. Do you need trust to move forward? So […]

By |June 11th, 2015|Call Center Quality, Voice of the Customer|0 Comments

25 Common CX Voice of the Customer Mistakes to Avoid

25 Common CX Voice of the Customer Mistakes to Avoid with Self-assessment

Can you easily identify CX Voice of the Customer mistakes in your program? In this free ebook, you learn about common mistakes with your voice of the customer program and what you need to do differently.

Get an insiders look into the important factors that contribute […]

What can contact centers learn from Tom Brady’s balls?

The jokes about Tom Brady’s balls, aka Deflategate, are almost endless, aren’t they? From the hilarious press conference by Florence (Mrs. Brady) Henderson to the monologues on every late night show, we have been amused. Well, I’m amused, but I’m not a Seattle Seahawks fan. There is now serious doubt on the Patriots Super Bowl […]