IVR Post-call Surveys

/IVR Post-call Surveys

Collecting customer feedback scores and comments immediately after a contact center interaction takes place. Invented by us in the early 1990s to measure the customer experience. We design & manage post-call survey programs.

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 [...]

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

The Best After-call Surveys

Get the best after-call surveys After-call Surveys Leap forward in customer satisfaction by doing more than the basic with your after-call surveys. Go beyond measuring your customers' loyalty to actually understanding it better. Go beyond measuring agent performance to developing it faster. Make the entire process and reporting [...]

By | 2017-01-12T14:40:21+00:00 January 12th, 2017|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

Best Contact Center Survey Programs

Best contact center survey programs  What makes the best programs High customer satisfaction and loyalty is a desired goal for many organizations. Regretfully, only a few are able to reach that pinnacle of success. In every case study review of these contact centers they have effective contact center survey [...]

By | 2016-12-16T16:01:53+00:00 December 16th, 2016|0 Comments

The Best Contact Center Surveys

Get the best contact center surveys Contact Center Surveys Leap forward in customer satisfaction by doing more than the basic with your contact center surveys. Go beyond measuring your customers' loyalty to actually understanding it. Go beyond measuring agent performance to developing it faster. Make the entire process [...]

By | 2017-01-12T16:35:21+00:00 December 14th, 2016|0 Comments

The best in post-call surveys

Get the best post-call survey program Contact Center Post-call Surveys Enhance customer satisfaction by gathering callers’ feedback immediately after calls with post-call customer satisfaction surveys. From measuring your customers' loyalty to evaluating agent performance, Customer Relationship Metrics makes the entire process and reporting easy for you. We've designed and [...]

By | 2016-12-13T12:11:15+00:00 December 12th, 2016|0 Comments

How long should my contact center survey be?

It's a common and never-ending debate. What makes a survey too long? What makes a survey too short? What is the right length for a survey? If been part of this debate, this video may help you to gain some stability in the response. How long should my contact center survey be? Your survey needs [...]

How we avoided contact center survey shelfware

What does my 80-year old Navy SeaBee underwater welder father know about today’s contact center operations? Well, he seeks the most direct and smartest path to address a problem with the caveat that cheap can be expensive. Do it right, do it well, or do not do it. As I work with contact center management [...]

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 [...]

What are common contact center survey questions?

If you've been asked to provide “voice of the customer” data to show what customers are actually saying, and how do agents actually impact the customer experience, then a post-call IVR survey can capture the data you need. Common Contact Center Survey Questions But what survey questions do you need to ask in order to [...]

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    Improving First Call Resolution is easier when you avoid the mistakes found in this case study... This white paper is based on a six-month case study of two [...]

10 Myths of Contact Center Surveying Revealed Webinar

It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager. It's crazy to think about how [...]

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 [...]

Avoid the Hazards within the Quality Process

When I think about hazards in the quality process in contact centers I think back to when I was in school and the teacher broke the class into groups for a project. If you’re like me, you inevitably ended up doing the lion’s share of the assignment (to make sure it was done right!), only [...]

How to get agent scorecards with coachable data from surveys

“Are you missing agent scorecards with coachable data in your post-call IVR survey program?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover many of the problems we have come across since inventing post-call [...]

By | 2016-12-05T15:14:45+00:00 October 3rd, 2013|Call Center Analytics, IVR Post-call Surveys|0 Comments

Survey Questions that Suck

This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. You've heard that "communication is a lost art form" and can test that theory easily by asking your child what they did at school today. You will likely hear a mumbled 'nothing'. Surely, the child did something at [...]

By | 2016-12-05T15:14:45+00:00 September 26th, 2013|Customer Experience, IVR Post-call Surveys|0 Comments

Look Beyond What You See with Surveys

“Look beyond what you see.” When I hear this phrase, I visualize Disney’s The Lion King 1½ when Timon receives sage advice from Rafiki about how he can find Hakuna Matata; the life with no worries. Timon was told to look beyond what he sees, so Timon decided that he needed to head to the [...]

By | 2016-12-05T15:14:45+00:00 September 26th, 2013|Big Data, IVR Post-call Surveys|0 Comments

How to know when survey participants request to be called back?

“Are you unaware of a survey participant’s request to be called back?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover many of the problems we have come across since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:45+00:00 September 25th, 2013|IVR Post-call Surveys, Survey Calibration|0 Comments

Why you need skip patterns in your contact center surveys

“Is your post-call IVR survey missing conditional skip patterns?” is one of the questions that are included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The effort to compile what works, based on scientific evidence, is to eliminate dysfunctional practices that are prevalent in the industry and help you to [...]

By | 2016-12-05T15:14:45+00:00 September 19th, 2013|IVR Post-call Surveys|0 Comments