Hey CFO, where will you outsource to now?

July 20, 2010 at 10:22 am | Posted in Business Intelligence, for External Relationships, for Internal Relationships, Offshoring, Relationship Analytics | Leave a comment
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One of my most-memorable offshore customer-service experiences involves a Fortune 100 direct-to-consumer computer company.  My power cord had stopped delivering power to my laptop, making it a fairly large (and expensive) paperweight.  I called the toll free number, ordered a new power cord, validated my shipping address and willingly paid for express delivery. 

A few days later, still without a power cord, I called the customer service number and was swiftly routed to an agent in the Philippines.  Apparently the power cord had been delivered to my previous mailing address, 1,200 hundred miles away.  I explained the urgency of this matter and after a period of absolute and deafening silence, the agent wondered if I could pick it up at my old address.  Really?  How far do you think 1,200 miles is?  Eventually he recovered to cite the company policy for returns and exchanges (not really applicable to the situation at hand) and then swiftly transferred me to a supervisor.

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New results for the the age-old question: “What keeps Call Center Professionals awake at night?”

May 12, 2010 at 1:30 pm | Posted in Analytics, Business Intelligence | Leave a comment
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A few weeks ago we attended the Customer Contact 2010, East Frost & Sullivan Executive MindXchange where we spent four days brainstorming, sharing and networking with top level executives in the Customer Care and Call Center industry.  One of the most interesting, high energy and engaging activities they do (and our personal favorite) is the Solutions Wheel.  The Solutions Wheel is their version of “Corporate Speed-dating.”  It’s an opportunity for customers to meet with vendors and learn a little bit about a lot of different companies in a short amount of time and vice versa for the vendors.  In essence, it’s organized chaos.  This activity takes places twice in one day and during this time we spent two minutes with 21 different companies each time.  As you can imagine, you need to talk fast but more importantly, with purpose.

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“We got calls in Queue!” How Call Center Agents “should” respond to longer wait times…a Case Study in Call Center Analytics.

May 5, 2010 at 12:32 pm | Posted in Analytics, Business Intelligence, Call Center Training, for External Relationships | Leave a comment
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At CRM we use numerous proprietary and universal analytics, methods and tools.  To understand the key drivers of desired outcomes we often use regression analysis.  Regression analysis helps to not only capture Business Intelligence, but it can easily translate into both strategic and tactical plans for refining your relationship with your customers and your organization.  Properly identifying and aligning your customers’ priorities to your organizational activities (customer-centricity), has been a focal point in our recent Customer Insights to Action – User Group discussion topics, quarterly reviews and monthly EQM meetings. It is also a major focus for the competitive marketplace as a whole. 

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Delivering our Thought Leadership through New Channels

March 2, 2010 at 10:32 am | Posted in Business Intelligence | Leave a comment

For almost 20 years, Customer Relationship Metrics has brought thought leadership and measurement  expertise to the call center industry.  We have partnered with our clients to increase their customer satisfaction and build retention and loyalty.  As we turn the page on the next chapter for CRM, we are excited to introduce the Customer Relationship Metrics Corporate Blog.

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