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 ArticleWhy the Quality Assurance and Training Study Results Scare Me
In late May, the QATC (Quality Assurance, Training and Connection organization) published the results of their quarterly survey on critical quality assurance and training topics in call centers,...
View ArticleCustomers are demanding greater product quality in tough times.
At the end of October 2011, Customer Relationship Metrics published its quarterly Real-time Customer Experience Benchmarking Report to business partners. One of the more interesting findings that...
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 ArticleYou cannot skip Survey Calibration in your customer experience VoC programs.
Customer experience data is powerful if you know how to unlock its valuable insights and make it actionable. If your organization wants to gain employee and company engagement, and create...
View Article2012 Year in Review: Top 10 Post-call IVR Survey Mistakes
It’s that time of year again when we all begin to reflect on the past year and make resolutions about the things we want to change in the coming year. I hope you are as excited as I am about all the...
View ArticleThe Best of Knuggets and Knuckleheads: Post-call IVR Surveys
You know that capturing post-call customer feedback is critical to your business. It allows you to keep your finger on the pulse of the customer, uncover problem products, agent issues, service faults...
View ArticleHidden Risks with Post-Call IVR Surveying Stealth Mode
Stealth mode or automated transfers in post-call IVR surveying in contact centers has some hidden problems that you must be aware of if you want to experience success.
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 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 ArticleDoes 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...
View ArticleHow to know when survey participants request to be called back?
“Are you unaware of a survey participant’s request to be called back?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The...
View ArticleWhy you should not use survey findings to make operational and strategic...
“Are you afraid to use your post-call IVR survey findings to make operational and strategic decisions?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys...
View Article