Customer Experience is the emotional affect an individual feels about an organization, goods, or services. Customer experience is an area of focus for organizations that view the customer as an important asset. It is also used to describe an individual interaction an person has with an organization.
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 […]
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.
One of the most important things that a business can focus on is showing customers love. Doing so enables lasting relationships with the customers. While connecting with customers through a contact center can be difficult to show customer love, it has become a very effective path used by leading companies. Through their devotion […]
Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between employees and management. Sometimes the relationships turn toxic.
Toxic Will Not Improve Agent Performance
Nobody that works in a contact center wants it to be a toxic environment. And to many […]
Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right?
Maybe not. Your plan may be undermined by your company and its internally created road blocks that make FCR […]
Do you have the skills and wisdom about collecting customer comments in surveys to compete with the best? Do you want to know how you compare? Of course you do. Let’s get started. To learn more on how to use customer comments and increase VoC data integrity go to www.SurveyCalibration.com.
When your contact center is faced with a process issue, how easy is it to fix it? Once you spend countless hours identifying the issue and come up with a solution, will that be enough to get buy-in from senior management to proceed with a fix? What happens when upper management asks for proof that […]
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 […]
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 […]
Life in this decade is full of more contentious situations than life in the previous decade. Remember the days when you peacefully focused on spending your contact center budget so you could eagerly request for more in the coming year? It was great, budgets were ever-expanding and the resources to meet the demands were not […]
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 […]
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.
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?” […]
This recorded Google Hangout on Metrics, Measurement, and ROI includes some key tips you don’t want to miss. Three customer experience experts discuss one of the six core competencies of Customer Experience. Customer Relationship Metrics SVP Jim Rembach is part of the panel which also includes Lynn Hunsaker and Yvonne Nomizu. Leslie Pagel narrates the […]
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 […]
The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate their confidence in the answer provided by the agent as part of your quality process?” The e-book contains questions designed to uncover opportunities in Quality Assurance programs within customer contact centers. […]
All of the brand promises developed by marketing professionals can be fulfilled, broken, or discovered in the contact center. More and more marketing professionals are taking keen interest in the operation and insights that can be captured in contact centers. Moments of truth, magic moments, […]
Want to solve ALL your customer experience and contact center issues TODAY? It’s easy! Get the infographic of contact center solutions like we see on TV and learn about the multivitamins you can give your agents to improve engagement energy! Or you can use the Customer Experience in a spray to instantly provide that WOW […]
“Are your quality and training programs integrated?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover common problems of the long history of Quality Assurance in contact centers. As a fallback, it’s natural to seek benchmarking reports for reassurance of direction, but beware – it’s too easy to focus on common practices that will get average outcomes. No one wants to be in a class that is taught-to-the-middle. Benchmarking activities has resulted in a narrow Quality Assurance definition that, for most, has not developed past the middle/average service experience. This ebook was developed to help you be much more than average.
Why not integrating the Quality and Training programs (deep enough) is a problem?
It is possible that many perceive they have integrated their quality and training departments, when, in fact, they have not; at least not to the depths that are necessary for contact centers to do today. Positioning these two functional groups to report to a Manager of Quality and Training does not represent a high-performing integration. […]