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.

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, [...]

What to aim for with your Contact Center Budget

It is most certainly true! Managing in a contact center can be very (very) stressful. But much of the stress I witness and get asked about doesn't have to be as stressful as it's made out to be. One of the biggest stress creators that seems to be most prevalent across a wide range of contact centers [...]

3 Strategies for Handling Peak Season Call Volumes

Is your contact center prepared to handle your peak season? Peak season may be during the holidays for you. Peak season may be a mid-year enrollment period for you. Peak season maybe a going back to school time for you. Peak season may be a vacation planning time for you. Peak season may be when [...]

5 Ways to Show Contact Center Agents Love

People are motivated by love (things that we want), or by fear (things that we want to avoid). It’s too easy for contact centers to be driven by fear and the things we try to avoid. Therefore, one of the most important things that you can focus on is fostering an environment of love for [...]

How to thrive in contact center performance

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness you will go through Dee’s Journey from not so awesome contact center performance to awesome contact center performance. Don't be fooled, her journey was not fast or easily laid out. It was difficult and took time. For her, too long. What you will [...]

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?" [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

Customer Service Leaders are Ready to Invest in these Solutions

Building overwhelming agreement on an issue is not easy. Should your child’s school have a dress code? Is coffee good or bad for your health? Are dogs or cats better pets? Should the paper be over or under off of the roll? You can easily add to this list. One area which is not difficult [...]