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...
View ArticleIs 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...
View ArticleWhat 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...
View ArticleVoice 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...
View ArticleThe 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...
View ArticleReal-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...
View ArticleDon’t send a market researcher to do the job of a VoC customer experience...
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...
View Article25 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...
View ArticleYou aren’t alone with the struggle to extract actionable insights from your...
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...
View ArticleDoes 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...
View ArticleDoes 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....
View ArticleWhy 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...
View ArticleDo 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...
View ArticleIs 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...
View ArticleDoes your current post-call IVR survey prevent collecting multiple customer...
“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...
View ArticleDo 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...
View ArticleThis 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...
View ArticleDoes 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...
View ArticleAre 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...
View ArticleWhy 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...
View Article