Analytics

/Analytics

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

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 [...]

How many different types of customers do you serve?

Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle. In the article, he summarized a recent study [...]

Neither Qualitative NOR Quantitative VoC Data Works

Most VoC programs utilize only quantitative measures. This is not particularly surprising. Researchers and analysts tend to take a great many statistics classes and, as such, specialize in the manipulation of numbers. But quantitative voice of the customer data is not enough to be successful with customer experience management. It is rare to find a [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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. [...]

What is the first step to customer centric?

Dr. 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 [...]

Avoid the Hazards within the Quality Process

When 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 [...]

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

Jim 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 [...]

By | 2016-12-05T15:14:44+00:00 October 22nd, 2013|External Quality Monitoring|0 Comments

Don’t waste time on Voice of the Customer Programs

This article was created from the Customer Insights to Action (CIA) Bulletin Newsletter; subscribe.  Dr. 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 [...]

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 [...]

By | 2016-12-05T15:14:45+00:00 October 9th, 2013|Survey Calibration|1 Comment

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 [...]

By | 2016-12-05T15:14:45+00:00 October 3rd, 2013|Call Center Analytics, IVR Post-call Surveys|0 Comments

Look Beyond What You See with Surveys

“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 [...]

By | 2016-12-05T15:14:45+00:00 September 26th, 2013|Big Data, IVR Post-call Surveys|0 Comments

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 [...]

By | 2016-12-05T15:14:45+00:00 September 25th, 2013|IVR Post-call Surveys, Survey Calibration|0 Comments

3 Things that Matter to Customers: That you can’t Discuss

“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 [...]

By | 2016-12-05T15:14:45+00:00 September 18th, 2013|customer effort, Customer Experience|0 Comments

5 reasons NOT to create a VOC program

There are significantly more than five reasons why you do not want to create a voice of the customer program, but we have to start somewhere. My reasons for saying that you do not want a voice of the customer program are based on what I have learned (and continue to learn) over the past [...]

By | 2016-12-05T15:14:46+00:00 September 11th, 2013|External Quality Monitoring|0 Comments