Relationship Analytics

///Relationship Analytics

The analysis of the relations between people on a professional level or the relations between a customer and a company.

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 [...]

Resolutions for a better working me (take any that you need for your list!)

Every year around this time I find myself reflecting on the months that have passed and what I wish I would have done, not done, done better or done differently.  At the risk of appearing like a new-year's-resolution-gym-rat that is rarely seen past February, I'll share my list of 2012 professional resolutions to include dumping [...]

Six Lessons body-building can teach you about customer experiences

The weekend before Thanksgiving, I competed in my very first body-building competition.  Between stage appearances, eating hourly meals and making sure my Oompa Loompa-like tan was intact, the customer-service lessons were hard to miss. 1.  Forget agent to supervisor ratios. You need expediters. If you’ve never been backstage at a body-building competition, imagine a large [...]

The Role of Call Centers in bringing about Obamacare

How did we get to the point where the Federal Government plans a hostile takeover of one-sixth of the American economy?  Consumers abused their benefits and the providers pushed back to control costs and now insurance providers have secured their very own circle in Hell alongside stock brokers, bankers, ambulance-chasers and telemarketing lawyers.  The clues [...]

Reducing volume in your call center is simple, hide your number

I recently had a small issue with Verizon that I wasn’t able to resolve on the web site.  Not a big deal. But when clicked on ‘Contact Us’ and then ‘By Phone’, instead of giving me the phone number, I was met with a pop-up window that said:  “We're sorry...we are not able to process [...]

Do you need Steve Jobs to do your Call Center Analytics?

The success of any Business Intelligence project is contingent upon people, not technology. Analysts and end users must work in concert to ask a concise question, identify the data available to answer that question and, validate interpretation of analytic outputs in context of the business environment.   From there, the subject-matter experts (statisticians, data analysts, data miners, [...]

Where did all of the smart call center agents go?

The other day I was talking to one of our long-time clients and she said, “Jodie, we’re running out of people that know stuff here.” I hung up the phone and thought simpler and truer words have never been spoken. Where did all of the smart call center agents go? The skilled-labor shortage is at [...]

Hey CFO, where will you outsource to now?

One of my most-memorable offshore customer-service experiences involves a Fortune 100 direct-to-consumer computer company.  My power cord had stopped delivering power to my laptop, making it a fairly large (and expensive) paperweight.  I called the toll free number, ordered a new power cord, validated my shipping address and willingly paid for express delivery. A few [...]

Work-at-Home Agents Damage Net Promoter and Customer Satisfaction. Is this Preventable? A Call Center Case Study

Work-at-home call center agents perform worse at net promoter and customer satisfaction. What went wrong and how to prevent it. To take advantage of this growing trend requires a different way of thinking and relationship analytics to correct your course.