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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


2021 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Strategic Contact

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Affordable Technology Comes to the Rescue for Small Contact CentersJune 14, 2016
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One Number, NOT One QuestionMay 2, 2016
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