“The science of analysis” or how an entity (i.e., business) arrives at an optimal or realistic decision based on existing data.

When Retaining Customers is worse than Defecting Customers

You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world […]

10 Myths of Contact Center Surveying Revealed Webinar

It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager.

Why FCR is more powerful than a genie in a bottle

A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped a genie. The genie said, “Okay, you released me from the lamp, blah blah blah. This is the fourth time this month and I’m getting sick of these wishes so instead […]

How many different types of customers do you serve?

Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle.

In the article, he summarized a recent study by […]

Neither Qualitative NOR Quantitative VoC Data Works

Most VoC programs utilize only quantitative measures. This is not particularly surprising. Researchers and analysts tend to take a great many statistics classes and, as such, specialize in the manipulation of numbers. But quantitative voice of the customer data is not enough to be successful with customer experience management.

It is rare to find a customer […]

Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience.

I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being in queue for a contact center agent. But I never mind waiting at Chick fil-A® because I get to watch, instead of hearing IVR messaging. It’s so interesting to watch the team behind the counter when they have a queue.


Quality 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 a seemingly infinite number of decisions to be made. It’s not at all like taking the romantic notion of “let’s build the house of our dreams” to completion. Adhering to the construction budget, while actually sticking to the main point of the project, is difficult to do.

Your idea of quality in building a home may be more like $295/sq. foot when you can actually afford $225/sq. foot. But you have to understand the value of your investment to be wise. […]

Gaining control of your contact center surveys

The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it feels like on the morning of an important test? A final exam? Or a presentation for that huge project? I remember very clearly the moments before my dissertation defense, thinking how those three people held my future in their hands. Am I prepared? Will the assessment be fair? What if it’s not fair – oh my – I can feel my heart rate accelerating just thinking about it.

Assessment is necessary, but it shouldn’t be a necessary evil. As you participate in the 29 Quality Assurance Mistakes to Avoid self-assessment, explore the idea “Is your assessment of the customer experience more important than your marketing department’s?” […]

Mystery Calculating Customer Value Revealed

Calculating customer value is one of the areas of focus in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. The question asked, “Do you include the customers’ rating of being treated as valued in your quality process?”, gets to the root cause of the customers’ calculation […]

Mind-blowing reality contact center agents share with doctors

In this video learn about Doctor Ava Knight and her plight with delivering the best patient (customer) experience. Ava became a doctor because she loves to help people, she loves to connect with people, she likes to build relationships, she likes to know she has made a difference in the lives of people. Ava shares […]

Gallery – 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 resource library. If you would like permission to use these, or have any questions, you may contact us anytime.


What is the first step to customer centric?

Dr. Jodie answers all your customer experience questionsDr. Jodie, we are ready to transform our customer experiences in the New Year. What is the first step to customer centric?  – Jane B.

Thank you for your question, Jane. When you undertake what we call the Quality Assurance Transformation Process, the first step to customer centric you must take is to change your way of thinking from the product or company mindset to a customer-centric one. You may think, but we are doing that Jodie. Forgive me for doubting. Saying that you are doing it and actually doing it are entirely different. Case and point: why would you need to transform your customer experiences in the New Year? This shift is substantial and affects the processes, people and sometimes philosophies of a contact center.

The first step to customer centricWe find a really helpful place to start when call centers are serious about impacting their customers’ experiences through QA Transformation is to ask themselves the 4 Vital Questions which are: […]

Avoid the Hazards within the Quality Process

Dr. Jodie answers all your customer experience questionsWhen I think about hazards in the quality process in contact centers I think back to when I was in school and the teacher broke the class into groups for a project. If you’re like me, you inevitably ended up doing the lion’s share of the assignment (to make sure it was done right!), only to have the laziest group member step up and take the credit. Or no one in the group did the same amount of work and everyone got the same grade. Sadly, this sort of thing still happens to adults when our performance isn’t always evaluated correctly or fairly.

The quality process in contact centers is fraught with the possibility of unfairness. A highly visible hazard is common with post-call IVR surveys because of the easy occurrence to link scores to the wrong contact center agent. Callers are instructed to evaluate the last agent but they decide to rate the first agent or the one from yesterday or last week. In these cases, it’s not the agent that’s taking the credit for themselves like my lazy group member, but instead it’s the customer assigning an evaluation that was intended for someone else. […]

A sneak peek to the ICMI Call Center Demo and Conference in Atlanta

CCNG hosts Jim Rembach as Keynote speakerJim Rembach, Chief Spokesman for Customer Relationship Metrics, is at ICMI’s Call Center Demo & Conference 2013 this week exhibiting CRMs newest developments in External Quality Monitoring and Internal Quality Monitoring techniques and tools for your contact center. The ICMI Call Center Demo and Conference 2013 brings together the largest network of contact center leaders at an event that is developed by the industry for the industry created by an independent advisory board.

ICMI Community Specialist Erica Strother  interviewed Jim prior to this week’s event and asked what advice he would give contact centers that want to use metrics to improve the customer experience.  He said, “Your metrics should never be your lead when you’re trying to tell your customer experience story. It’s the story that has to come first.  Think about it this way, metrics are the supporting actors in your movie. They have no heart.  People can’t connect to the metrics, but they CAN connect to the story.  When your customers are telling the story and the metrics are backing it up, that’s a win.” […]

By |October 22nd, 2013|External Quality Monitoring|0 Comments

Don’t waste time on Voice of the Customer Programs

This article was created from the Customer Insights to Action (CIA) Bulletin Newsletter; subscribe. 

Dr. Jodie answers all your customer experience questionsDr. Jodie, we want to implement a Voice of the Customer survey program in our contact […]

Why you should not use survey findings to make operational and strategic decisions

“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 eBook and self-assessment. The eBook and self-assessment includes diagnostic questions to uncover […]

By |October 9th, 2013|Survey Calibration|1 Comment

How to get agent scorecards with coachable data from surveys

“Are you missing agent scorecards with coachable data in your post-call IVR survey program?” is one of the questions that were posed 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 […]

By |October 3rd, 2013|Call Center Analytics, IVR Post-call Surveys|0 Comments

Look Beyond What You See with Surveys

“Look beyond what you see.”

When I hear this phrase, I visualize Disney’s The Lion King 1½ when Timon receives sage advice from Rafiki about how he can find Hakuna Matata; the life with no worries. Timon was told to look beyond what he sees, so Timon decided that he needed to head to the pointy […]

By |September 26th, 2013|Big Data, IVR Post-call Surveys|0 Comments

How 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 eBook and self-assessment includes diagnostic questions to uncover many of the […]

By |September 25th, 2013|IVR Post-call Surveys, Survey Calibration|0 Comments

3 Things that Matter to Customers: That you can’t Discuss

“I could care less.”

“That is your problem.”

“Better you than me.”

“It sucks to be you.”

These quotes are typical comments, some of which are often more colorful, that may be found in customer comments. You are reviewing customer comments, aren’t you? But when you see these comments, they really don’t give you any insight into why they […]

By |September 18th, 2013|customer effort, Customer Experience|0 Comments