Analytics

/Analytics

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

How we avoided contact center survey shelfware

What does my 80-year old Navy SeaBee underwater welder father know about today’s contact center operations? Well, he seeks the most direct and smartest path to address a problem with the caveat that cheap can be expensive. Do it right, do it well, or do not do it. As I work with contact center management [...]

Stop the Freaking Customer Feedback

I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we can overcome obstacles. I have always been a defender of the weak and a fan of underdogs. I want to help people find greater success. I specifically want to help those [...]

Coach teenagers like you coach contact center agents

My only child turned 14 last week. You can likely relate to the way in which she can make this educated person feel pretty inept at times. All day long I use customer experience data to predict behavior and to provide fair and trusted performance evaluations for contact center agents. Wouldn’t it be nice if [...]

Are you a cool contact center manager?

Where is your cape? All of the cool contact center managers wear superman and superwoman capes. Why? Because they do it all for their company, for their customers, and for their agents. The everyday hero Sure it’s exhausting sometimes, but most of the time it’s just amazing what is accomplished every day by these Super [...]

Why do customer experience leaders get promoted?

Another customer experience leader gets promoted and I have to start over again! I’ve lost count over the years of the number of managers who I work closely with to interpret the voice of the customer in their contact center – and then they are gone. I’m happy that they are promoted within the organization, [...]

What measurement is best? Net Promoter Score, CSAT, Customer Effort

Which one is best? What should you use? In this briefing I discuss Net Promoter Score®, CSAT, Customer Effort, and more. Which is the best measurement to use? What do you think? Net Promoter, CSAT, Customer Effort: Should you Worry? You know I often get asked: "What is the best customer experience metric to use?" [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    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 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 [...]

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 [...]

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 [...]

By | June 12th, 2015|Analytics, NPS Analytics, Speech Analytics|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 [...]

When Retaining Customers is worse than Defecting Customers

You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world [...]

10 Myths of Contact Center Surveying Revealed Webinar

It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager. It's crazy to think about how [...]

Why FCR is more powerful than a genie in a bottle

A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped a genie. The genie said, "Okay, you released me from the lamp, blah blah blah. This is the fourth time this month and I'm getting sick of these wishes so instead [...]