Customer Experience

/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.

Where Are You on The Spectrum of Agent Performance

Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). To be more proactive and strategic, your focus should be to understand (and use) the Spectrum of Agent Performance. Having a heavy task burden inadvertently causes [...]

Putting Humanity in Contact Centers

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Perhaps you’re even feeling a little disgusted with yourself and your inability to make a bigger impact. You feel like no matter what you try, [...]

Avoiding Pitfalls of Customer Satisfaction Surveys

Where's the fun in Customer Satisfaction Surveys? That's correct...WTF? The fun is when you know how to avoid the pitfalls that so many people fall into. If you know how to avoid them, it can be a lot of fun being able to use the information you capture to make your life better. When you [...]

What is the best scale for customer satisfaction surveys?

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? What is the best survey method for [...]

How to take action with Call Center Analytics

A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. NOTE: Is this article advanced for [...]

How many calls should agents handle in an hour?

Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing? How many calls should agents handle in an hour? Click to Tweet Setting such a goal is natural. You can easily [...]

You are Doing First Call Resolution Wrong

There’s not much worse than being the subject of a “You’re Doing It Wrong” meme and it goes viral. It’s easy to find many examples of doing it wrong in our everyday life, including how we do our job and, fortunately, there’s no meme. What’s worse than doing it wrong? Worse than doing it wrong, [...]

By | 2017-03-31T14:24:53+00:00 March 31st, 2017|Customer Experience, FCR, IVR Post-call Surveys|0 Comments

Why Customer Experience is Like Sex in High School

Everybody’s talking about it. Many boast about their escapades and their appeal. Some of it is rumor, hearsay, and hush hush. We stare in awe and idolize the exploits of the people we look up to and shy away from the focus being turned on our own shortcomings. No, I’m not talking about sex — [...]

By | 2017-01-11T11:34:18+00:00 January 11th, 2017|Customer Experience, IVR Post-call Surveys|0 Comments

Improving Agent Performance Report

Get your complimentary copy of this 15-year study into the highlights and lowlights in contact center agent performance and industry development. The study reveals advanced-practices in Quality, VoC, Metrics, and Emotional Intelligence for tomorrow’s high-performing leaders. Improve Agent Performance – And maintain [...]

By | 2016-12-13T00:38:51+00:00 December 13th, 2016|0 Comments

For People on the Verge of Tripping on the self-service Line

Is it possible for self-service to trip up your customer experience? So how can you prevent your customers from falling down? In his interview at the Contact Center Demo & Conference (CCDemo) with our Jim Rembach, Chris du Toit of Jacada made me think about the best of both worlds. As I thought about knowing when [...]

Justin Robbins CCDemo interview takes me back to Kindergarten

You learned in Kindergarten all that you need to know to be an adult. That sounds like it is true for us call center veterans too. Remember a few decades ago when we learned to organize our focus into People, Process, and Technology? Justin Robbins Contact Center & Conference interview takes me back to kindergarten [...]

How many chat sessions can agents handle?

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as a customer of some other company so you know the difference between a satisfying customer experience and one that left you frustrated. The Chat offer Have you found yourself clicking [...]

VoC Execution Gap in Contact Centers is Huge

Voice of the Customer (VoC) programs in contact centers have been around for more than twenty years. When you tally the analysts in the industry, they will tell you that only a small number of contact centers are reaching a state of maturity using the voice of the customer to generate actionable insight. They will [...]

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 [...]

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 Heroes. [...]

What is your Contact Center Top Priority?

What’s your contact center top priority? A recent report revealed that 31.41% of contact center leaders had this as their top priority. And in this video I’ll share with you what that top priority is and what you want to avoid in order to move onward and upward faster. In a Special Report authored by [...]

My Customer Experience Insights from Egypt

Tourism in Egypt used to be the country’s number one industry, as recently as 2010. Now, at the writing of this article and after the Revolution, tourism has dropped to less than half what it had been before the Revolution. What kind of customer experience insight do you presume from that? How does a vacation [...]

What NOT TO DO with your contact center budget

Building, managing, preparing, and freaking out about your contact center budget can be an all year round activity (or panic parade). Looking all over the place, turning over rocks, thinking about price, costs and cutting things is a mental marathon that will suck out your creativity and constructive idea generation. And leave you with a [...]

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, [...]