All 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 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 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 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 ArticleDo you think any survey is better than no survey?
“Do you think any survey is better than no survey?” 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...
View ArticleDo you think it’s a good idea to transfer upset customers from the survey to...
“Do you think it’s a good idea to transfer upset customers from the survey to supervisors?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and...
View ArticleHave you failed to implement the Survey Calibration process?
“Have you failed to implement the Survey Calibration process?” 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 block or filter customers from participating in your surveys?
“Do you block or filter customers from participating?” 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 ArticleDoes your survey only have questions about agent performance?
“Do you only have questions about agent performance?” 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 ArticleDo you have reasons that cause you to throw out surveys?
“Do you have a list of reasons that cause you to throw out surveys?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. There are many...
View ArticleWhat to do when your post-call IVR survey links scores to the wrong agent?
“Does the IVR survey link scores to the first agent spoken to if the caller spoke to more than one agent?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook...
View ArticleAre real-time alerts missing from your Contact Center survey program?
“Are real-time service recovery alerts missing from your post-call IVR survey program?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment....
View ArticleHow to know when survey participants request to be called back?
“Are you unaware of a survey participant’s request to be called back?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The...
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...
View ArticleWhy you should not use survey findings to make operational and strategic...
“Are you afraid to use your post-call IVR survey findings to make operational and strategic decisions?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys...
View ArticleQuality Assurance Optimization Requires Transformation
Every company has a department, or several, that perform internal checks to ensure that the quality of the product, service, process, and technology meets or exceeds company-defined standards. Most...
View ArticleWhy FCR is not a contact center metric anymore
“Do other parts of your business take responsibility for FCR performance?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and...
View ArticleWhat’s the right number of things to measure on your QA form
“Do you have less than 20 scoring criteria to grade on your internal quality monitoring form?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment....
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