http://customerrelationshipmetrics.wordpress.com Business Intellgence Services blog at http://www.metrics.net/blog Fri, 03 Dec 2010 14:51:43 +0000 en hourly 1 http://wordpress.com/ http://s2.wp.com/i/buttonw-com.png http://customerrelationshipmetrics.wordpress.com http://customerrelationshipmetrics.wordpress.com/2010/08/30/t-m-i-from-your-customers/ http://customerrelationshipmetrics.wordpress.com/2010/08/30/t-m-i-from-your-customers/#comments Mon, 30 Aug 2010 21:07:42 +0000 Dr. Jodie Monger http://customerrelationshipmetrics.wordpress.com/?p=597 ]]> We’ve moved!  Go to read now at,  http://metrics.net/blog/2010/08/t-m-i-from-your-customers/

Filed under: Knuggets and Knuckleheads Tagged: Call Center Metrics, Outrageous Customer Feedback, survey calibration ]]> http://customerrelationshipmetrics.wordpress.com/2010/08/30/t-m-i-from-your-customers/feed/ 0 jodiemonger http://customerrelationshipmetrics.wordpress.com/2010/08/16/warranties-gone-wrong/ http://customerrelationshipmetrics.wordpress.com/2010/08/16/warranties-gone-wrong/#comments Mon, 16 Aug 2010 17:22:07 +0000 Dr. Jodie Monger http://customerrelationshipmetrics.wordpress.com/?p=590 ]]> We’ve moved!  To read now, come http://metrics.net/blog/2010/08/warranties-gone-wrong/

Filed under: Knuggets and Knuckleheads Tagged: call center, product warranty, warranty customer service center ]]> http://customerrelationshipmetrics.wordpress.com/2010/08/16/warranties-gone-wrong/feed/ 0 jodiemonger http://customerrelationshipmetrics.wordpress.com/2010/08/12/communicating-the-results-part-3-of-a-4-part-series-supervisors-and-agents/ http://customerrelationshipmetrics.wordpress.com/2010/08/12/communicating-the-results-part-3-of-a-4-part-series-supervisors-and-agents/#comments Thu, 12 Aug 2010 20:34:52 +0000 Dr. Jodie Monger http://customerrelationshipmetrics.wordpress.com/?p=579 ]]> We’ve moved!  To read, go to http://metrics.net/blog/2010/08/communicating-the-results-part-3-of-a-4-part-series-supervisors-and-agents/
Filed under: for Internal Relationships, This Thursday's Tip Tagged: call center agent training, call center agents, call center analytics, call center data reporting, reports for supervisors ]]> http://customerrelationshipmetrics.wordpress.com/2010/08/12/communicating-the-results-part-3-of-a-4-part-series-supervisors-and-agents/feed/ 0 jodiemonger http://customerrelationshipmetrics.wordpress.com/2010/08/10/avoid-call-center-schizophrenia-from-pay-for-performance-%e2%80%93-part-2-of-a-2-part-blog-series/ http://customerrelationshipmetrics.wordpress.com/2010/08/10/avoid-call-center-schizophrenia-from-pay-for-performance-%e2%80%93-part-2-of-a-2-part-blog-series/#comments Tue, 10 Aug 2010 15:16:12 +0000 Carmit DiAndrea http://customerrelationshipmetrics.wordpress.com/?p=566 ]]> We’ve moved!  To read, go to http://metrics.net/blog/2010/08/avoid-call-center-schizophrenia-from-pay-for-performance-%e2%80%93-part-2-of-a-2-part-blog-series/
Filed under: Call Center Agents, Call Center Training, for External Relationships, for Internal Relationships Tagged: balanced agent scorecard, call center, call center agents, Pay for Performance ]]> http://customerrelationshipmetrics.wordpress.com/2010/08/10/avoid-call-center-schizophrenia-from-pay-for-performance-%e2%80%93-part-2-of-a-2-part-blog-series/feed/ 4 diandreac1706 http://customerrelationshipmetrics.wordpress.com/2010/08/09/is-the-unabomber-calling-our-call-center/ http://customerrelationshipmetrics.wordpress.com/2010/08/09/is-the-unabomber-calling-our-call-center/#comments Mon, 09 Aug 2010 15:38:04 +0000 Dr. Jodie Monger http://customerrelationshipmetrics.wordpress.com/?p=558 ]]> We’ve moved!  To read this now, go to http://metrics.net/blog/2010/08/is-the-unabomber-calling-our-call-center/
Filed under: Knuggets and Knuckleheads Tagged: angry customers, call center agents, survey calibration ]]> http://customerrelationshipmetrics.wordpress.com/2010/08/09/is-the-unabomber-calling-our-call-center/feed/ 0 jodiemonger http://customerrelationshipmetrics.wordpress.com/2010/08/05/communicating-the-results-part-2-of-a-4-part-series-operations-team/ http://customerrelationshipmetrics.wordpress.com/2010/08/05/communicating-the-results-part-2-of-a-4-part-series-operations-team/#comments Thu, 05 Aug 2010 16:57:48 +0000 Dr. Jodie Monger http://customerrelationshipmetrics.wordpress.com/?p=518 ]]> Last week I talked about how to communicate the results of your External Quality Monitoring (EQM) analytics to Executive Management.  In talking about, “know your audience” I was reminded of a trip to Greece.  Today as we turn our focus to the Operations Team, I recall a much more recent story.  In fact, this happened two days ago while I was out shopping. 

We’ve moved!  To continue reading, please visit us in our new home!

Filed under: for Internal Relationships, This Thursday's Tip Tagged: call center analytics, call center data reporting, Call Center Operations Team, reports for operations management ]]> http://customerrelationshipmetrics.wordpress.com/2010/08/05/communicating-the-results-part-2-of-a-4-part-series-operations-team/feed/ 2 jodiemonger http://customerrelationshipmetrics.wordpress.com/2010/08/02/i-have-to-use-the-bathroom-but-let-me-take-this-survey-first/ http://customerrelationshipmetrics.wordpress.com/2010/08/02/i-have-to-use-the-bathroom-but-let-me-take-this-survey-first/#comments Mon, 02 Aug 2010 15:11:56 +0000 Dr. Jodie Monger http://customerrelationshipmetrics.wordpress.com/?p=505 ]]> 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 and organizational barriers.  Additionally, it reveals the positive in what is working, who is performing at high levels and quantifies overall customer satisfaction.  You may think that your customers are inconvenienced by being asked to take a survey.  If done correctly, they are not.  And some even take participating in your surveys a little too seriously.  But we don’t mind…we like that. 

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Filed under: Knuggets and Knuckleheads Tagged: customer satisfaction, customer surveys, Post-call customer feedback ]]> http://customerrelationshipmetrics.wordpress.com/2010/08/02/i-have-to-use-the-bathroom-but-let-me-take-this-survey-first/feed/ 0 jodiemonger http://customerrelationshipmetrics.wordpress.com/2010/07/29/communicating-the-results-part-1-of-a-4-part-series-executive-management/ http://customerrelationshipmetrics.wordpress.com/2010/07/29/communicating-the-results-part-1-of-a-4-part-series-executive-management/#comments Thu, 29 Jul 2010 16:18:46 +0000 Customer Relationship Metrics http://customerrelationshipmetrics.wordpress.com/?p=487 ]]> A few years ago, my husband and I took a trip to Greece. We wanted to explore the countryside for a few days and decided to rent a car in Athens. At the reservation desk, the nice gentleman at the counter handed me a road map. Eager to get on our way, I thanked him and put the map in my bag, got into the car and away we went. As my husband was driving, I opened the map to take a look at where we were heading. It’s in English. I took a look out the window. The signs are in Greek. I could not translate the symbols in the Greek words to what I was reading on the map. As they say, “It was all Greek to me” and out the window the map went (not literally out the window). While it was considerate of the car rental representative to hand me a map in my own language, it was a totally useless tool regarding it’s intended purpose. In the end, he truly did not know what I needed.

 

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Filed under: for Internal Relationships, This Thursday's Tip Tagged: call center analytics, call center data reporting, Call Center Executive Management, reports for executive management ]]> http://customerrelationshipmetrics.wordpress.com/2010/07/29/communicating-the-results-part-1-of-a-4-part-series-executive-management/feed/ 2 Customer Relationship Metrics Executive Team http://customerrelationshipmetrics.wordpress.com/2010/07/27/the-mounting-data-crush/ http://customerrelationshipmetrics.wordpress.com/2010/07/27/the-mounting-data-crush/#comments Tue, 27 Jul 2010 15:28:10 +0000 Customer Relationship Metrics http://customerrelationshipmetrics.wordpress.com/?p=480 ]]> Typically, our “Knuggets and Knuckleheads” are filled with customer comments and customer feedback that make you laugh or perhaps give you insight as to some pains and barriers your customers are experiencing FROM your organization.  To shake it up, this Tuesday (instead of Monday) we are bringing you an organizational post that showcases the ‘knucklehead’ practices taking place INSIDE organizations today.  This video not only shows the nuances of the 2-3 days organizations spend each month pulling in multiple data sources for post-mortem reporting, but also gives a ‘knugget’ of wisdom on how to stop the madness and relieve the pain.

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Filed under: Knuggets and Knuckleheads Tagged: business intelligence, call center data reporting, doing more with less ]]> http://customerrelationshipmetrics.wordpress.com/2010/07/27/the-mounting-data-crush/feed/ 0 Customer Relationship Metrics http://customerrelationshipmetrics.wordpress.com/2010/07/22/the-road-to-customer-acquisition-paved-with-good-intensions-but-undermines-retention/ http://customerrelationshipmetrics.wordpress.com/2010/07/22/the-road-to-customer-acquisition-paved-with-good-intensions-but-undermines-retention/#comments Thu, 22 Jul 2010 14:53:38 +0000 Customer Relationship Metrics http://customerrelationshipmetrics.wordpress.com/?p=470 ]]> Yesterday, I received an email offer from a company I have been a customer with for over 5 years.  “Sign up today!  All new customers receive free shipping on any purchase.”  I opened the email and it contained additional savings for their ‘new customers’, such as 40% off certain items and free $25 gift certificates if they spent $50 or more.  Ouch.  These incentives are far better than the ones I have ever received after being a loyal customer for years.  I wish that I didn’t feel like a second-class citizen. 

 We’ve moved!  To continue reading, please visit us in our new home.

Filed under: for External Relationships Tagged: CRM systems, customer retention, new customer acquisition ]]> http://customerrelationshipmetrics.wordpress.com/2010/07/22/the-road-to-customer-acquisition-paved-with-good-intensions-but-undermines-retention/feed/ 2 Customer Relationship Metrics