Contact Center Geek

Customer Experience – No, Not That

September 16, 2018 by Dr. Debra Bentson in people

Guest post from Dr. Debra Bentson - We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience.

You know I love a good story – so here we go: I walked into one of those shops we all know to buy a cup of coffee – as simple or as froufrou as you like.

What Comes Before "The One Number You Need To Grow"

September 09, 2018 by Andrew Gilliam in processes

Guest post from Andrew Gilliam - About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction.

Lean Six Sigma Tenets for the Contact Center

March 19, 2018 by Walt Sweeny in processes

The wonderful thing about Contact Centers is that we get to measure everything that is important to our customers and team members. Such metrics as calls received, cost per inbound contact, and customer survey feedback are critical to analyzing and maintaining a well-functioning Contact Center.