Voice of the Customer

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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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

How to Improve Agent Performance without the Ding

Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between employees and management. Sometimes the relationships turn toxic. Toxic Will Not Improve Agent Performance Nobody that works in a contact center wants it to be a toxic environment. And to many [...]

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 [...]

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 [...]

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 [...]

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 [...]

Quality investments are like Granite Countertops

Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had! There is a seemingly infinite number of decisions to be made. It’s not at all like taking [...]

Why you should not grade agent professionalism

Why you should not grade agent professionalism is one of many topics for discussion you will find in the self-assessment and e-book 29 Quality Assurance Mistakes to Avoid. In the self-assessment the question was asked “Do your customers rate your agents’ level of professionalism as part of your current quality process?” The self-assessment is comprised of [...]

How courtesy can undermine agent performance

How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate your agents’ level of courtesy as part of your current quality process?” The e-book contains questions that are designed to help you uncover issues with Quality Assurance programs [...]

By | 2016-12-05T15:14:41+00:00 April 23rd, 2014|Call Center Quality, Voice of the Customer|0 Comments

Do customers need more empathy

Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you include the customers’ rating of agents’ empathy to their situation as part of your current quality process?”  The e-book contains reflective questions designed to uncover opportunities with Quality Assurance programs within [...]

By | 2016-12-05T15:14:41+00:00 April 17th, 2014|Call Center Quality, Voice of the Customer|0 Comments

Videos on Contact Center Surveying

This gallery includes numerous videos on contact center surveying (also check out the Contact Center Quality gallery). Over the past several decades we have discovered many truths and disputed many falsehoods about contact center surveying and we share several findings and myth busting in the videos in this gallery. Most all of these video are [...]

Why QA must generate a company score beyond VoC

“As part of your QA process, are you generating a score for the company?” is one of the questions included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The e-book includes diagnostic questions designed to uncover opportunities with Quality Assurance in contact centers. While benchmarking reports may be an easy way to [...]

By | 2016-12-05T15:14:42+00:00 March 13th, 2014|Quality Assurance, Voice of the Customer|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 [...]