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 to Implement a Lean Quality Assurance Program

When your contact center is faced with a process issue, how easy is it to fix it? Once you spend countless hours identifying the issue and come up with a solution, will that be enough to get buy-in from senior management to proceed with a fix? What happens when upper management asks for proof that [...]

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 [...]

Contact Center Budget Wars: New Armor to Defend Against Cuts

Life in this decade is full of more contentious situations than life in the previous decade. Remember the days when you peacefully focused on spending your contact center budget so you could eagerly request for more in the coming year? It was great, budgets were ever-expanding and the resources to meet the demands were not [...]

By | 2016-12-05T15:14:37+00:00 October 16th, 2014|Call Center Operations, Customer Experience, FCR|0 Comments

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 [...]

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 [...]

Metrics Measurement and ROI

This recorded Google Hangout on Metrics, Measurement, and ROI includes some key tips you don't want to miss. Three customer experience experts discuss one of the six core competencies of Customer Experience. Customer Relationship Metrics SVP Jim Rembach is part of the panel which also includes Lynn Hunsaker and Yvonne Nomizu. Leslie Pagel narrates the [...]

By | 2016-12-05T15:14:38+00:00 June 26th, 2014|Customer Experience|0 Comments

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 [...]

How to raise customer confidence with your contact center agents

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate their confidence in the answer provided by the agent as part of your quality process?”  The e-book contains questions designed to uncover opportunities in Quality Assurance programs within customer contact centers. A major task for management is to [...]

By | 2016-12-05T15:14:41+00:00 April 10th, 2014|Customer Experience, Quality Assurance|0 Comments

Contact Center Resources for Marketing Professionals

All of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the operation and insights that can be captured in contact centers. Moments of truth, magic moments, defining moments, tipping points, perceptions, expectations, and recovery can all [...]

How do channels like e-mail, chat, Twitter and Facebook impact the agent

Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem's blog. In an effort to provide better customer service, contact centers have added more channels of communication. But how do channels like e-mail, chat, Twitter and Facebook impact the agent? Ultimately, it’s a balancing act, says Jim Rembach, senior vice president [...]

Infographic of contact center solutions like we see on TV

Want to solve ALL your customer experience and contact center issues TODAY? It’s easy! Get the infographic of contact center solutions like we see on TV and learn about the multivitamins you can give your agents to improve engagement energy! Or you can use the Customer Experience in a spray to instantly provide that WOW [...]

By | 2016-12-05T15:14:42+00:00 March 6th, 2014|Customer Experience, Infographics|1 Comment

Top Reasons Quality and Training Programs Must Integrate

“Are your quality and training programs integrated?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover common problems of the long history of Quality Assurance in contact centers. As a fallback, it’s natural to seek benchmarking reports for [...]

By | 2016-12-05T15:14:42+00:00 February 11th, 2014|Customer Experience, Quality Assurance|0 Comments

Video Measuring the Customer Experience 5 Issues and 5 Actions to Take

Measuring the Customer Experience with Customer Satisfaction (CSAT), Net Promoter score (NPS), American Customer Satisfaction Index (ACSI), and Customer Effort score (CES) – are all topics of discussion in this on-demand video. Which one is right for you? Are you "stuck" with one of them? What do you do? Measuring the customer experience is challenging [...]

Gallery – 29 mistakes to avoid with quality assurance programs

Below are the question pages in image format for 29 Mistakes to Avoid with Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance 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. [...]

Webinar: Measuring Customer Experience: 5 Issues & 5 Actions

Customer Relationship Metrics very own Jim Rembach, Customer Experience Professionals Association (www.CXPA,org) CX Expert Panel member, will speak at Measuring Customer Experience: 5 Frequent Issues and 5 Actions, (WATCH THE ON-DEMAND RECORDING) a Keynomics Webinar. Measuring the customer experience correctly is the focus of most contact center leaders. Beyond just CX measurement we want to [...]

By | 2016-12-05T15:14:43+00:00 January 22nd, 2014|Customer Experience|0 Comments

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. [...]

Gallery – 25 Voice of the customer mistakes to avoid and self-assessment

Below are the question pages in image format for 25 Voice of the Customer Mistakes to Avoid eBook and 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. [...]

By | 2016-12-05T15:14:43+00:00 January 20th, 2014|Customer Experience, Voice of the Customer|0 Comments

The 5 Best in contact center quality excellence

The truth is, the customer experience is a large impact on the value of your contact center. And the quality items you measure, manage and report metrics on greatly influence the result. Having a problem with empathy? Quality Assurance is driving that. Have a problem with FCR? Yep, QA. Have a problem with agent morale? [...]