Are 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 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 ArticleInternal Quality Monitoring is unable to answer the quality question
Do you want to know if internal quality monitoring (IQM) scores help you to answer, what was the customer experience? You are continuously asked how well the contact center is serving the customer –...
View Article5 reasons NOT to create a VOC program
This content was previously published on ICMI There are significantly more than five reasons why you do not want to create a voice of the customer program, but we have to start somewhere. My reasons...
View ArticleDon’t waste time on Voice of the Customer Programs
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Dr. Jodie, we want to implement a Voice of the Customer survey program in our...
View ArticleA sneak peek to the ICMI Call Center Demo and Conference in Atlanta
Jim 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...
View ArticleAvoid the Hazards within the Quality Process
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Do you remember when your school teachers broke the class into groups for a...
View ArticleMind-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...
View ArticleGaining 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...
View ArticleQuality 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...
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