Improve Customer Experiences

Home/Improve Customer Experiences

Use data to improve the customer experience and increase customer loyalty.

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 has 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 [...]

Lost Art of Asking Questions is Priceless

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right questions is, in many ways, priceless. My overly curious eleven-year old asks a lot of questions. Her never unending barrage of [...]

When Retaining Customers is worse than Defecting Customers

You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world [...]

5 Ways to Show Customers Love and Get it in Return

One of the most important things that a business can focus on is showing customers love. Doing so enables lasting relationships with the customers. While connecting with customers through a contact center can be difficult to show customer love, it has become a very effective path used by leading companies. Through their devotion to the [...]

What do you do with your Left Shark in your contact center?

What do you do with the Left Shark in your contact center? After experiencing what happened as a result of the dancing sharks at Katy Perry’s 2015 Super Bowl halftime show, it led me to think about how we react to differences in people. Instead of the Left Shark being dinged because it was not in [...]

Unearthing Time to Coach Contact Center Agents

Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice. We suffer from listening to 10 minutes of recorder practice every day so the Christmas concert and the Spring concert are good (relatively speaking, that is). Even [...]

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right? Maybe not. Your plan may be undermined by your company and its internally created road blocks that make [...]

Voice of the Customer Resolutions for 2015

It's time to change what you do so you can change what you have received. Yep, that's right, it's resolution time. Did you know that the second week of January is almost always the busiest of the year for health club memberships. And 80% of the New Years Resolutions crowd drops off by the second [...]

Quiz on Collecting Customer Comments in Surveys

Do you have the skills and wisdom about collecting customer comments in surveys to compete with the best? Do you want to know how you compare? Of course you do. Let's get started. To learn more on how to use customer comments and increase VoC data integrity go to www.SurveyCalibration.com. Remember to share the Quiz [...]