Don’t waste time on Voice of the Customer Programs
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Dr. Jodie, we want to implement a Voice of the Customer survey program in our...
View ArticleGallery – 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...
View ArticleGallery – 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...
View ArticleGallery – 29 mistakes to avoid with quality assurance programs
Below are the question pages in image format for 29 Mistakes to Avoid with Contact center Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance ebook for...
View ArticleVideo Measuring the Customer Experience 5 Issues and 5 Actions to Take
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...
View ArticleWhy 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...
View ArticleDo 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...
View ArticleHow 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’...
View ArticleWhy 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...
View ArticleQuality 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...
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