Five landmines for CRM professionals to avoid
This month, I had the opportunity to write an article for 1to1 Magazine about the top issues that CRM professionals will come up against this year. I focused on five points: Short-term cost-cutting...
View ArticleAll you have to do is listen to your customers.
Voice of the Customer; a catch phrase commonly uttered in offices around the globe. But what does it mean exactly? Where does it come from? How does a business decipher constructive (and valuable)...
View ArticleScrimping in the call center can cost you
When is enough, enough? During these lean economic times companies, like many households, are trying to do more with less. At what point does all of that scrimping and saving end up costing the...
View ArticleAre you earning that high post-call survey score?
I have recently overheard discussions around creative ways to improve a company’s customer satisfaction ratings from their External Quality Monitoring program using a post-call survey methodology. “How...
View ArticleYour parents put you in the call center
*The article was co-authored by Dr. Jodie Monger and Vicki Nihart As you look around the office at your coworkers out there in the cubicle farm, do you ever find yourself wondering how you ended up in...
View ArticleDesigning the perfect call center manager – The next phase.
Aside from a knowledgeable, agent-friendly, capable leader at the helm of your call center, what else goes into designing the ideal prototype for a call center manager? You need someone with savvy...
View ArticlePost-call IVR surveys: the key to call center process improvement
The only effective way to capture the Voice of the Customer (VoC) is through post-call IVR surveys, where results are able to tap into the genuine experiences customers have with a product or service....
View ArticleCustomer Relationship Metrics’ Most Comical Contact Center Stories
Sometimes it’s good to take a break from the serious, so let’s look back at some of our funniest stories. Wild, 10+ hour customer experience calls, dissatisfied customers completely destroying...
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 ArticleHow 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...
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