Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

One Number, NOT One Question - Strategic Contact - ContactCenterWorld.com Blog

One Number, NOT One Question

I wrote a blog on Net Promoter Score (NPS) last year and continue to get into discussions about it with clients and colleagues. Martha Brooke of Interaction Metrics is a great dialog partner as she’s an expert on customer surveys and actionable customer feedback. She also shares my passion for this topic. So we put our heads together to provide guidance on how to get to one number that reflects the entire customer experience.

Many contact centers are in the situation of having to use an NPS or NPS-like score — and we certainly see them including the NPS question in their post-call surveys. It reflects the quest to get the most information from the customer with the least amount of their time — and to get the most insight with the least amount of survey design and analysis. All laudable goals.

Variations are emerging as people continue the search for the “silver bullet” question. For example, Delta is now following Zappos with the “Would you hire this person?” question. It is bold to assume that callers have any insights on how to hire people who will be good at customer care. Even if they had such insights, it’s questionable they could judge based on a single 3-minute phone call. As you can see, we are not fans.

Here is the newest variation…“If you called back, would you want to talk with this person again?” This question might make sense if companies used the data for intelligent routing on subsequent calls. But it will backfire if the customer says no and then gets routed to the same person in the future. Again, not a metric we would suggest contact centers use.

But here is the biggest flaw of any of these “one question” approaches: none provide valuable, actionable insights, which should be the reason for gathering customer feedback in the first place. We think the issue needs to be reframed – How do we measure customer experience with one number? It’s time to recognize that interactions and customer experiences, with all their nuances, emotions, and varying situations are more complex than one question can answer. If you fail to account for this complexity, you fail to have accurate data and actionable outcomes showing how and where to improve.

So a better approach is to consider and weight the various elements that impact the customer experience. Further, you need to make sure you derive a score and define actions across all customer interaction channels – voice, email, chat, text/SMS – while recognizing the questions can change across each touchpoint.

Interaction Metrics are experts in such things, including research and analysis that drives actionable insights. They have crafted a way to capture meaningful customer feedback and can get you to ONE NUMBER, called a Quality of Customer Interaction™ Score. It shows how the customer experience rates, based on multiple inputs, weighted by what’s most important to each customer. The QCI™ Score is unique in that it’s simple and yet takes into account multiple inputs.

So challenge yourself to think one number—NOT one question. After all, what you want is actionable insight.


Interaction Metrics offers a free trial that could be your first step in optimizing your customer survey and truly capturing the voice of the customer.

Survey Tips, Tricks, and Best Practices

Tips and Tricks for Great Customer Survey Design:

  • Ask customers to rank order the areas of your company that are most important to them
  • Use branching logic so you only ask customers about things they have actually experienced
  • Use a multiplier in your analysis to reflect what’s most important for each customer

Customer Survey Best Practices:

  • Avoid response bias, gaming, data distortion, and other errors in your participant sample
  • Make sure your sample is large enough to be statistically relevant
  • Eliminate leading, double-barreled, or assumptive questions
  • Include open-ended questions for customers to provide feedback in their own words—and then use a scientific coding technique to uncover key themes and meaning
  • Use a scale that is neutral and appropriate for the questions

 

Source: http://www.strategiccontact.com/blog/2016/05/one-number-not-one-question/

Publish Date: May 2, 2016 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 



View more from Strategic Contact

Recent Blog Posts:
Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?February 26, 2020 5:00 AM
Does Your Technology Help (or Hinder) Agent Engagement?February 5, 2020 5:00 AM
Make 2020 the Year of the AgentDecember 3, 2019 5:00 AM
Get Excited About Self-ServiceAugust 14, 2019 5:00 AM
Affordable Technology Comes to the Rescue for Small Contact CentersJune 14, 2016 5:00 AM
Take a Fresh Look at ID&VMay 6, 2016 5:00 AM
One Number, NOT One QuestionMay 2, 2016 5:00 AM
Some Nice Niche TechnologiesApril 12, 2016 5:00 AM
Healthcare Turns to Contact Center Consultants to Improve Patient AccessApril 5, 2016 5:00 AM
No “Secret Sauce” to Sales SuccessMarch 24, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8281 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =