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We believe that maximizing internal and external relationships is the key to creating iconic organizations that financially over-perform and have distinct competitive advantages over all others.  Applying our education, experience, and analytic skills enables us the ability to maximize these relationships for our business partners.  Our commitment…is excellence.  Our quest…is creating service icons.

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Customer Relationship Metrics (CRM) delivers Voice of the Customer (VoC) and Voice of the Employee Business Intelligence for call centers via applied human development and process improvement solutions. Example, our EQM program; through data collecting with real-time post-call surveys, CRM delivers VoC call center metrics, call center best practices, real-time benchmarking, relationship analytics, and more to unlock the human potential in internal and external relationships. 

 

To deliver relevant Business Intelligence to support our business partners in their journey to call center customer satisfaction excellence, we custom build each program based on a proven set of solution frameworks that have been continually enhanced for over 20 years.  The savings and returns experienced by our business partners is a result of using our multiple-award winning know-how, hosted data collection solutions, hosted reporting tools, and training, setting them apart from their competition.

 

 

 

 
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Survey Pain Relief
Why do some survey programs thrive while others die? And how do we improve the chances of success? Your remedy is inside! Just what the Doctor ordered. _____________________________________________________________________
Are you guilty of survey malpractice?
Find out how to avoid Survey Malpractice and begin the journey to greater ROI, but more importantly to greater value - to your organization, to your employees, and most importantly, to your customers. ________________________________________________
You Can't Buy CRM
Best practice companies listen to the voice of their customers and let their customers engineer the CRM experience. If that voice has been missing from your current CRM, now is the time to put it in.
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CIA Meeting
Mark your calendars now for the next BONUS Customer Insights to Action user group meeting on September 17, 2010, 2:00pm EDT covering how to avoide the costly failures of speech analytics. ______________________________________________ Hear the latest trends captured from Consumer Inisghts and new found Business Intelligence. Only way to participant is through our exclusive membership! Find out how to get involved by contacting us today. _______________________________________________ Last meeting was jam packed with benchmarking data and customer case studies to help our customers improve the quality of their call centers. Our two primary topics included: 1. Next to Come in Outsouring Options 2. Job Progression in the Call Center
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