Customer Experience Resource Library
NO CHARGE – OPEN ACCESS – NO REGISTRATION REQUIREDThis library contains an ever growing list of materials containing best practices on customer experience voice of the customer, speech analytics, text analytics, social media, desktop analytics, contact centers, case studies, self-assessments, customer service, contact center agent performance, big data, example RFPs, and more. You will find several formats including ebooks, videos, on-demand webinars, and service materials. Explore the resources below to get access to over 20 years of how to build a customer-centric organization.
Customer Insights to Action Newsletter: This one does need registration. As a member, you’ll get access to special briefings on the latest findings on customer experience research, free training resources, and insiders’ insights into the myths and mysteries in contact center technology, operations, and it’s role on the entire customer experience.
Beyond Surveying with eQM – Contact Center Application Service of the Year: Learn about the technical strength and ease of use which makes the eQM (External Quality Monitoring) solution Frost & Sullivan Contact Center Application Service of the Year Award winner.
eBooks and Case Studies
25 Post-call IVR Surveying Mistakes to Avoid ebook with Self-Assessment: Post-call surveying in contact centers is growing rapidly and there are so many people that have opinions based on feelings instead of the facts. In this ebook learn from the academic inventors and get the best practices that work. Includes self-assessment.
25 Common CX Voice of the Customer Mistakes ebook with Self-Assessment: You can identify the common mistakes in your voice of the customer program with this free ebook. Learn the reasons they exist and what you need to do differently. Includes a 25 question self-assessment.
Speech Analytics Secrets – Know your Risks: Are you ready to join the Contact Center Quality Assurance Revolution and add Speech Analytics to your program? Make sure you read this complimentary ebook before you make any investments. Not all solutions are alike.
Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea: Can analytics live up to your expectations? What are you not aware of that may blindside you? This ebook lays out the things you need to know to be successful and avoid.
Eliminating the Worst Call Center Practices: Quality Monitoring Calibration: This case study covers one of the most destructive common practices in contact center quality assurance programs. When contact center agents were asked what the number one job dissatisfier they most often respond, internal quality monitoring. Now you’ll really know why.
Customer Experience Big Data Dysfunction with Self-Assessment: Identify the root causes of your customer experience big data dysfunction, with this free ebook. Learn about data conversion disorder and why it is so important to your present and future. Contains a 25 question self-assessment to help you be disease free.
11 Steps to Social Media Success for Contact Centers: In this ebook get access to statistics, case studies, and findings from those that have learned how to better understand and manage social media impacts to the contact center. Use this tool to effectively combat the effects of social media terrorism.
Improving First Contact Resolution (FCR) with Agent Accountabilities: This ebook is based on a 6-month case study of two contact centers that had different methods for measuring First Contact Resolution (FCR). See how one contact center experienced a 300% ROI difference over the other contact center and how you can experience that for yourself.
Videos and On-demand Webinars
What is Survey Calibration?: Do you want contact center agents to own their customer satisfaction scores? Silly question, right? Have you implemented Survey Calibration? Then you are in trouble. You want buy-in then you must get-in to Survey Calibration. Watch and learn…
What Doctors can teach Contact Centers about the Customer Experience: Doctors know about patient satisfaction. So what do contact center leaders need to do to learn from them? This video provides a very different perspective that everyone can relate to and will be surprised with.
What callers say to…”This call may be monitored for quality purposes.”: Admit it, we all talk to IVR system messaging. So what do think customers say and do when they hear that message? The story in this video is a real one for many contact centers. It’s the (not so common) common sense.
Harvard Business Review Briefing – Stop Trying to Delight Customers: See what was proven to predict customer behavior over Net Promoter and CSAT (customer satisfaction) and how it can cost you millions.
The Most Important Piece Missing from your Voice of the Customer Program: Dr. Jodie Monger reveals on one of the most important discoveries she made about voice of the customer programs. See why she has used this for more than 15 years, yet it still remains a missing element in most all other voice of the customer programs.
Improving Net Promoter Score by More than 100%: This video will show you how you can drive Net Promoter performance and leverage the things you need for success with your customer experience program.
Effort Analytics: Don’t Miss the Metrics Your Competition Uses to Steal Your Customers: Learn how to stop chasing the wrong metrics that currently rule your day, the difference between the best and the rest, and how to start taking action on data.
Effort Analytics: 3 Most Important Takeaways: You may have missed the webcast but here is the highlights. Jessica Gordon with Frost & Sullivan interviews Jim Rembach on Effort Analytics and the 3 most important takeaways from a recent webcast.
Building an Award-winning Contact Center Case Study: Chuck Udzinski reveals the 4 top elements that helped him and his team at Black & Decker move from ugly, to bad, to good (even great). And they did it without a quality monitoring program!
Healthcare Insurance in Crisis – Why Higher Insurance Costs and Poor Customer Service is yet to Come: Learn from a healthcare executive about the anticipated deluge of consumer interactions on the healthcare insurance industry and how this will negatively impact the customer experience and operational costs. Service and profits are at risk unless action is taken now. See why…
Customer Experience Essentials
What are Post-call IVR Surveys? : Contains a list of resources that reveal the truths and the real best practices in post-call IVR surveys in contact centers from the academic research team that invented them. Learn about survey questions, survey scales, contact center agent buy-in, and the missing things that cause failures.
What is Speech Analytics? : Contains a list of resources to teach you about the difference in speech analytics software, the benefits of speech analytics beyond the contact center, and how speech analytics has he potential to totally revolutionize quality assurance in contact centers.
What is Analytics Outsourcing? : Helps to debunk the hype behind the benefits of big data analytics and reveals the limits of contact center and customer experience analytics software. Learn about the most critical factor to leveraging analytics and gaining the full potential from your investments.
What metric is the best? Net Promoter Score, CSAT, or Customer Effort? : Get an insiders’ look into the question that everyone asks. The answer is surprising and yet practical. What to do after you know the answer…it’s up to you.
Example Request for Proposals (RFPs)
Post-call IVR Surveys example RFP : There is a customary approach to be followed in preparing a Post-call IVR Survey Request for Proposal (RFP). Get one heck of a jump start when you need to do more with less. Registration
Desktop Automation Software Assessment example RFP : Do you want to improve the right processes? Which ones are thoses? This example RFP will help you to decide correctly and gather the right process and financial information quickly. Registration
Contact Center Managed Analytics Services : A list of our fully turnkey programs, so you can unlock the the customer and employee insights in your contact center and company. Our SaaS systems and analytics experts make converting insights into action quick and easy.
Metrics Performance Manager (MPM) : Our analytics tools are used by our experts and made available to you to analyze, monitor, display, and communicate business performance. See how we can (you can too) create dashboards, scorecards, reports, and KPIs that can be viewed by all levels of your organization.
Customer Relationship Metrics invites you to join the Customer Experience Professionals Association (CXPA): As a foundinga corporate member of the CXPA and a university founded organization, we invite you to join with us and learn.