Angry Customers Call – On the Verge of a Social Media War
Does real-time post-call surveys in a call center provide consumer insights and business intelligence to prevent your next Social Madia War
View ArticleIs your survey calibration process destroying agent morale? Part 1 of a...
As the economy has contracted over the two years, many organizations have focused on minimizing costs by reducing (if not eliminating) on-going training, quality initiatives, hiring, promotion, etc....
View ArticleWhat’s the difference between calibration and Inter-Rater Reliability? Part 2...
In my 14 years in the call center industry, I have had many occasions to visit call centers in nearly every industry imaginable. I’ve come across different examples of calibration, each intended to...
View ArticleShow me the money! Part 3 of a 3-Part Series on IRR
Based on the previous two posts on this topic, you’ve probably come to the conclusion that Inter-Rater Reliability (IRR) is a far more rigorous process than the one in which you and your team utilizes...
View ArticleQuality Monitoring Calibration the Worst Call Center Common Practice
An ebook titled Eliminating the Worst Call Center Practice: Quality Monitoring Calibration, is an extraordinary and unprecedented look into one of the most utilized processes in a call center. This...
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 ArticleCustomers are Monitoring Calls for Quality Purposes Too
“This call may be monitored or recorded for quality assurance purposes.” Every time you hear this don’t you want to tell that automated message: “and I will be monitoring this call for quality purposes...
View ArticleWhat scale should I use for my customer satisfaction surveys?
When selecting the best scale to use when measuring customer satisfaction, the decision should be driven by several key points: What is the methodology for the measurement project? What is the intended...
View ArticleCX Bang with Quality Transformation
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Dr. Jodie, we are interested in transforming the customer experience in our...
View ArticleLaunching a customer-centric approach with Quality Assurance
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Dr. Jodie, for 2014 we want to change our approach and become more customer...
View ArticleWow Customer Experiences from Contact Center Quality
Do you want to deliver better customer experiences in your contact centers? Do you want customers to be wowed? I know, these seem like stupid questions to actually expect a response. Really, who in...
View Article29 Mistakes to avoid with quality assurance programs
Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point self-assessment on common mistakes that can be avoided that...
View ArticleThe 5 Best in contact center quality excellence
Do you want to deliver better customer experiences in your contact centers? Duh, of course you do. I don’t think anyone in their right mind would say otherwise. To deliver better customer experiences,...
View ArticleWhat is the first step to customer centric?
Dr. Jodie, we are ready to transform our customer experiences in the New Year. What are the first steps? – Jane B. Thank you for your question, Jane. When you undertake what we call the Quality...
View ArticleGallery – 29 mistakes to avoid with quality assurance programs
Below are the question pages in image format for 29 Mistakes to Avoid with Contact center Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance ebook for...
View ArticleWhy your quality team should include customer experience experts
“Does your quality team include customer experience experts?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment...
View ArticleUnique results with quality assurance
We would like better results on our post-call IVR surveys, we are looking to enhance our customer experience performance. Where do we start? – George M. Thanks for your question, George. If your...
View ArticleVideo Measuring the Customer Experience 5 Issues and 5 Actions to Take
Customer Satisfaction (CSAT), Net Promoter score (NPS), American Customer Satisfaction Index (ACSI), and Customer Effort score (CES) – are all topics of discussion in this on-demand video. Which one is...
View ArticleTop Reasons the Quality and Training Programs Must Integrate
“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...
View ArticleVideo – 8 Wants of Contact Center Leaders
When asked, contact center leaders agreed to these 8 things being on their list of wants. They are striving for these things and are looking to make changes. It is likely that all other contact center...
View Article