Don’t assume with FCR, ask.
Customers need to be the ones determining First Call Resolution. It should not be left up the organization's perception of the call being resolved the first time.
View ArticleAre your Call Center Survey Questions Delivering the Wrong Answers?
Using biased post-call survey results is highly dangerous as operational and call center agent decisions will be based on flawed information. The following are some of the common pitfalls you may not...
View ArticleTop 2 Best Practices for your Quality Monitoring Forms
Call Centers are under continuous scrutiny to validate the millions (in the industry) that are spent on internal quality monitoring (IQM) programs. Call center leaders fight for more resources and...
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 ArticlePost-call surveys are pointless if your agents synthesize the results.
Little kids get in trouble all the time, and when they’re ready to come clean they’ll often make parents promise not to get mad before they spill beans. Wanting to ensure mom and dad’s response is not...
View ArticleHow much does office culture affect customer satisfaction?
Culture. A popular buzz word across corporate America; but what does it mean and why is it so important? Hofstede, Namenwirth and Weber defined culture as “A system of values and norms that are shared...
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 ArticleThe research proves it…we cannot wait to measure the customer experience.
A 2002 Harvard Business Review article stated that after a year, customers who were surveyed regarding satisfaction with a service interaction (with a financial institution) were more than three times...
View ArticleReal-time IVR Post-call Survey Alerts are a MUST
Real-time post call IVR survey alerts are a must, because where within your customer experience engineering plans do you meet head-on the failed service experiences? Is it only after multiple...
View Article2012 Year in Review: Top 10 Post-call IVR Survey Mistakes
It’s that time of year again when we all begin to reflect on the past year and make resolutions about the things we want to change in the coming year. I hope you are as excited as I am about all the...
View ArticleThe Best of Knuggets and Knuckleheads: Post-call IVR Surveys
You know that capturing post-call customer feedback is critical to your business. It allows you to keep your finger on the pulse of the customer, uncover problem products, agent issues, service faults...
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 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 Article25 Mistakes you can avoid with post-call IVR surveying
What if you knew about the mistakes to avoid with a post-call IVR survey program in your contact center? Would you use them? Academics tell us, one of the reasons we learn about history, is so we learn...
View ArticleDoes your company consider post-call IVR surveying to be a technology?
“Does your company consider post-call IVR surveying to be a technology?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys ebook and self-assessment. The ebook and...
View ArticleDo you have a rule to keep your post-call IVR surveys very short?
“Do you have a rule to keep the survey very short?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys ebook and self-assessment. The ebook and self-assessment...
View ArticleWhy only angry people participate in post-call IVR surveys
“Do you think only angry people participate in post-call IVR surveys?” is one of the 26 questions included in the ebook 25 Mistakes to Avoid with Post-call IVR Surveys (there is a bonus question...
View ArticleHow to safeguard against customer experience inconsistencies in your call center
Have you ever been disappointed going to a restaurant based on a friend’s recommendation but the great food and service they raved about, and you expected, was just the opposite? I don’t know what’s...
View ArticleDo you think a 1-5 scale is the best?
“Do you think a 1-5 scale is the best?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment includes 26...
View ArticleIs your post-call IVR survey program an internal auditor?
How many of you are using post-call IVR surveys in your Voice of the Customer (VoC) customer experience programs? Good. Even if you are not, this will be of interest to you because they are in your...
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