Voice of the Customer

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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. [...]

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

Don’t waste time on Voice of the Customer Programs

This article was created from the Customer Insights to Action (CIA) Bulletin Newsletter; subscribe.  Dr. Jodie, we want to implement a Voice of the Customer survey program in our contact center but we aren’t sure where to start.  What do you suggest?   - Arnold H. Click to view larger image Thanks for your [...]

Marketing Attacks Ambush the Customer Experience

Preventing marketing attacks from ambushing the customer experience The concept of guiding patronage behavior can be traced all the way back to ancient Greece and in the print media back to the 1600s. I’m sure you’ve felt the impact of an effective marketing campaign and can personally attest to the success of such efforts on [...]

By | 2016-12-05T15:14:45+00:00 September 30th, 2013|Customer Experience, Marketing, Voice of the Customer|0 Comments

What to do when your post-call IVR survey links scores to the wrong agent?

“Does the IVR survey link scores to the first agent spoken to if the caller spoke to more than one agent?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The design of a customer experience measurement program can too easily become fraught with pitfalls. [...]

By | 2016-12-05T15:14:46+00:00 July 25th, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Is your contact center survey primarily used for agent performance measurement?

“Is the information you collect primarily used for contact center agent performance measurement?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The questions are an accumulation of more than 20 years of experience designing and operating post-call IVR survey programs in contact centers.  Many [...]

Do you have reasons that cause you to throw out surveys?

“Do you have a list of reasons that cause you to throw out surveys?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. There are many barriers to success for your customer experience measurement program and it’s helpful to avoid the common things we have [...]

Is building a survey core competency a good idea?

“Do you think building another core competency such as surveying is a good idea?” is a self-assessment question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. Since inventing post-call IVR surveying for contact centers over 20 years ago, we have seen many examples of program plans that [...]

Is the Marketing Department your call center survey support group?

“Is the Marketing Department your call center survey support group?” is one of the self- assessment items in the 25 Mistakes to Avoid with Post-call IVR Surveys. This eBook consists of items designed to highlight attributes that are barriers to a successful customer experience measurement program. Take advantage of our knowledge and experience accumulated over [...]

Does your survey process protect agents from vulgar customer comments?

“Did you fail to put in a process that prevents agents from receiving vulgar and obscene comments?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment located in our resource library for contact center leaders. Take advantage of our knowledge and experience accumulated over the [...]

Does your survey only have questions about agent performance?

“Do you only have questions about agent performance?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions that will help you to identify any of the many problems I have come across since inventing post-call IVR surveying in [...]

Do you block or filter customers from participating in your surveys?

“Do you block or filter customers from participating?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions so you can evaluate your current program with many of the problems I have come across since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:47+00:00 May 23rd, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Have you failed to implement the Survey Calibration process?

“Have you failed to implement the Survey Calibration process?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to examine your post-call IVR survey program against the many problems I have come across since inventing it [...]

Customers are Monitoring Calls for Quality Purposes Too

"This call may be monitored or recorded for quality assurance purposes." Every time you hear this don’t you want to tell that automated message: “and I will be monitoring this call for quality purposes too”? Don’t lie, you know you do it. Let it be known, your customers are doing this too. I think contact [...]

Why isn’t your customer experience program a top priority?

You probably made your customer experience program a top priority five short months ago when you sat down to make your New Year’s resolutions for your contact centers. Let’s do a gut check…did the priority to better your customer experience program fall by the way side just like your resolution of a smaller waistline? I’m [...]

Are you afraid contact center agents will try to cheat your survey process?

“Are you terrified that agents will try to cheat the process?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment includes one bonus question so you actually get 26. After 20 years experience designing and operating post-call IVR survey programs in [...]

Does your data collection system prevent conditional branching?

“Does your data collection system prevent conditional branching?” is one of the questions in the eBook and self-assessment 25 Mistakes to Avoid with Post-call IVR Surveys, the compilation of the mistakes I have seen in the twenty years since inventing the post-call IVR survey methodology for contact centers. Take the self-assessment to determine where your [...]

This is a Voice of the Customer Cluster You-Know-What

A 15-person conference call to discuss your Voice of the Customer (VoC) program is a great example of a cluster you-know-what. Have you been on a conference call that is supposed to let all the departments weigh in on collective issues about the VoC customer program that turns into 90 minutes of your life you’ll [...]

Do you think any survey is better than no survey?

“Do you think any survey is better than no survey?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment includes a bonus so you actually get 26 questions. The questions are an accumulation of more than 20 years of experience designing [...]