Voice of the Customer

/Voice of the Customer

Does your current post-call IVR survey prevent collecting multiple customer comments?

“Does your current post-call IVR survey prevent you from collecting multiple customer comments?” is one of the 26 items outlined in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. There’s a bonus item to make the total 26. Answer the diagnostic assessment questions to uncover issues with your own post-call survey program. You [...]

Is your post-call IVR survey program an internal auditor?

How many of you are using post-call IVR surveys in your Voice of the Customer (VoC) customer experience programs? Good. Even if you are not, this will be of interest to you because they are in your future. In the contact center industry, you never want to say “never”. Now, how many of you believe [...]

Do you think a 1-5 scale is the best?

“Do you think a 1-5 scale is the best?” 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 26 questions because we threw in a bonus. The questions are designed to provide a diagnostic that can be used to uncover [...]

Why only angry people participate in post-call IVR surveys

“Do you think only angry people participate in post-call IVR surveys?” is one of the 26 questions included in the ebook 25 Mistakes to Avoid with Post-call IVR Surveys (there is a bonus question included). The e-book and self-assessment includes diagnostic questions, like this one, to uncover many of the common mistakes people make in [...]

By | 2016-12-05T15:14:53+00:00 March 14th, 2013|IVR Post-call Surveys, Voice of the Customer|Comments Off on Why only angry people participate in post-call IVR surveys

Does your VoC program take a shortcut and skip Survey Calibration?

If your data goes directly to the reporting platform from collection without Survey Calibration then expect your final Voice of the Customer (VoC) program to be riddled with erroneous information. Every post-call IVR survey needs to be evaluated in a survey calibration process because there are always occurrences of the customer not answering the questions [...]

Does your company consider post-call IVR surveying to be a technology?

“Does your company consider post-call IVR surveying to be a technology?” 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 to uncover many of the problems I have come across since inventing post-call IVR surveying in contact centers [...]

By | 2016-12-05T15:14:54+00:00 February 28th, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

You aren’t alone with the struggle to extract actionable insights from your CX VoC program

Join the club if you thought your company executed a world-class customer experience Voice of the Customer (VoC) program but now are struggling to identify actionable insights from the customer feedback. The primary goal is to succeed at the necessary process changes and customer initiatives to improve customer experience, so you must dig deep and [...]

25 Mistakes you can avoid with post-call IVR surveying

What if you knew about the mistakes to avoid with a post-call IVR survey program in your contact center? Would you use them? Academics tell us, one of the reasons we learn about history, is so we learn from it and do not repeat it. Obviously this does not apply to fashion where they say, [...]

By | 2016-12-05T15:14:54+00:00 February 21st, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Don’t send a market researcher to do the job of a VoC customer experience analyst

When a co-worker offers to jump in and help with a project, an extra set of hands and an all-for-one attitude is a welcomed change from the siloed mindset that plagues many work environments. But when designing a Voice of the Customer (VoC) program for the contact center, it’s not so great to be sent [...]

Real-time IVR Post-call Survey Alerts are a MUST

Real-time post call IVR survey alerts are a must, because where within your customer experience engineering plans do you meet head-on the failed service experiences?  Is it only after multiple complaints? Is it only after your company president shows up in the contact center? Is it after you are on the 5:00 news?  Do you ignore [...]

The research proves it…we cannot wait to measure the customer experience

A 2002 Harvard Business Review article stated that after a year, customers who were surveyed regarding satisfaction with a service interaction (with a financial institution) were more than three times as likely to open a NEW account, less than half as likely to defect and were more profitable than consumers who had not been surveyed [...]

Voice of the customer specialties

When you have a sinus condition, you wouldn’t go to see a chiropractor.  While a chiropractor is talented when it comes to matters of the spine, he doesn’t have the skills needed to solve your sinus problem.  An ear, nose and throat physician is perfect for your situation. When it comes to the Voice of [...]

What is Survey Calibration?

I have seen various claims that estimate the money lost to dead-end voice of the customer programs. The losses range from 60%-91% of all money that is invested - gone, lost, wasted. Considering the global dollars spent on voice of the customer programs is in the billions, the amount lost is staggering. In just about [...]

By | 2016-12-05T15:14:56+00:00 October 3rd, 2012|Survey Calibration, Voice of the Customer|0 Comments

Is the customer really always right?

When reviewing customer feedback of any kind, it is easy at first glance to take customer comments at face value…the customer IS always right, right?  Customers are very skilled at identifying the existence of a problem, but less adept and determining the root cause.  It is natural for the customer to place blame on call [...]

Do your call center agents need to be re-engaged?

As numerous studies have revealed, unhappy agents = unhappy customers.  In many cases, real-time post call surveys can reveal negative feedback potentially indicating that call center agents need to be re-engaged.  The beauty of the Survey Calibration process is the opportunity to find Knuggets of wisdom that deliver true Business Intelligence from the Voice of [...]