Voice of the Customer

//Voice of the Customer

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 [...]

The Best in Contact Center Surveying

Get the best in contact center surveying Contact Center Surveying When it's done correctly, contact center surveying is one of the most valued performance and decision making tools. It can enable massive gains in customer satisfaction and reductions in operating costs. When done poorly, it can become a [...]

By | 2016-12-19T12:57:54+00:00 December 19th, 2016|0 Comments

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

Contact Center Voice of the Customer Scorecards

Contact Center VoC Scorecards Fast, trusted and done for you.  ...they say the voice of the customer is vital to your contact center's success. We'll tell you what they won't. Creating scorecards in your contact center from the voice of the customer is the fundamental [...]

By | 2016-12-07T09:57:37+00:00 August 31st, 2015|0 Comments

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 [...]

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 [...]

Amazing: 13-year olds are leading contact centers

As a parent my desire is to teach my child something every day, about loving herself and others, about being a good citizen of the world, about something simple or complex. Generally I try to use business strategies to help me manage our family life, but there is a lesson I take from my child [...]

11 Steps to Social Media Success in Contact Centers

This white paper is a tool to be used to equip leaders to experience social media success in contact centers by providing the insights necessary to use the contact center to effectively combat the effects of social media terrorism. In this white paper gives you access to statistics, case studies, and findings from those that have [...]

The Most Important Piece Missing from your VoC Program

The most important component missing from your voice of the customer program is trust. Ironically, this is the same component that drives your customer loyalty. If you want to rally your executives and employees around the voice of the customer then you must put in an effort that goes beyond collecting data. Do you need trust to move [...]

By | 2016-12-05T15:14:35+00:00 June 11th, 2015|Call Center Quality, Voice of the Customer|0 Comments

25 Common CX Voice of the Customer Mistakes to Avoid

25 Common CX Voice of the Customer Mistakes to Avoid with Self-assessment Can you easily identify CX Voice of the Customer mistakes in your program? In this free ebook, you learn about common mistakes with your voice of the customer program and what you need to do differently. Get an insiders look into the important [...]

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 [...]