Customer Experience Blog
How Zappos Let the Other Shoe Drop on Customer Experience
February 7th, 2012
Successful online shoe and apparel retailer Zappos provides legendary customer service. It’s ingrained in their culture, and they purposely design their operations to support a great customer experience. But one core assumption they made -with very good intentions- turned out to be wrong. When a crisis occurred this January, that core assumption led to a customer experience disaster. Is my identity at risk? Why aren’t you ... more >
Beyond IVR Optimization: Informed Business Decisions
November 11th, 2011
IVR Optimization Point is a must-have call center metric because it helps you avoid the trap of neglecting IVR system performance. Reaching the Optimization Point should be your organization’s primary goal for its IVR. If you have not achieved that optimization goal, you are leaving money and customer satisfaction on the table. But what if all your hard work has paid off, and you can ... more >
IVR Optimization Point: Are You There Yet?
November 9th, 2011
How do you really know if your IVR is at its Optimization Point? IVR Optimization Point is a valuable call center metric that can help you maximize both cost savings and customer satisfaction. By definition, if it’s no longer possible to increase your automation rate without decreasing your customer experience rating, then your IVR has reached its optimization point. But from a practical standpoint, you ... more >
Must-Have Call Center Metrics: IVR Optimization Point
November 8th, 2011
Is it possible to implement a successful customer service strategy without the right call center metrics in place? Of course it is. You just have to be incredibly lucky to get it right. While your own management style may not be based on rolling the dice, that’s exactly what you’re doing if you’re missing call center metrics that are critical to making decisions. Consider your IVR… ... more >
Market Trend: How Important is Customer Experience to Contact Center Executives?
October 28th, 2011
New report provides market overview Do you know where Customer Experience ranks among the big and important trends in the hosted contact center market? Our friends at Frost and Sullivan just released a report, North American Hosted Contact Center Markets, that recognizes a very encouraging trend. The report considers a wide swath of the contact center market, including IVR, ACD, outbound and proactive customer contact, customer ... more >
How will Netflix executives know if they made the right call?
August 27th, 2011
Consider Netflix, which announced a new pricing structure last month that caused a virtual uproar. Many of their customers were used to having a choice between watching streaming video on demand or DVDs shipped by Netflix to their homes the old fashioned way. But the new pricing strongly encourages streaming video and discourages mailing DVDs back and forth. This caused quite a stir because it ... more >
Are you serious about Customer Experience in your IVR?
July 28th, 2011
Last in a series of five parts If you’re serious about improving anything in business, you start by measuring it. Are you serious about the customer experience in your IVR? Maybe you should be, given that your IVR can generate more customer impressions than a TV ad at the Super Bowl each year. Contact Solutions has developed a comprehensive way to measure the IVR customer experience that ... more >
The Role of Analytics in Determining the Customer Experience Rating for an IVR
July 18th, 2011
Fourth in a series of five parts If you want to measure the customer experience (CX) in your IVR, chances are you’re doing surveys. Surveys are a great way to capture caller perceptions, but they don’t give you an actionable measure of customer experience. That could be a big problem for you if it’s your job to figure out how to make things better. In the service ... more >
Measuring IVR Customer Experience Doesn’t Have to be Complicated
July 13th, 2011
Have you ever thought “Wow there are just too many moving parts to measuring customer experience?” Are you wondering how all of the various pieces of your organization impact customer experience? You should take a look a Kerry Bodine’s keynote "The Customer Experience Ecosystem" that she delivered at Forrester’s Customer Experience Forum. While the true complexity of all the interactions may overwhelm you at first – ... more >
Essential Measurement Criteria for Determining the CXR for an IVR
June 30th, 2011
Third in a series of five parts In Part 1, we talked in general terms about customer experience (CX) through the IVR, and in Part 2, we discussed the importance of establishing a customer experience rating related to the IVR. Now we will look at the measurement criteria necessary for effectively determining/establishing a customer experience rating (CXR). Remember that in her paper “Top Ways to Improve ... more >
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About the Customer Experience Blog
Take a deeper dive into Customer Experience. Gain insight on how to measure, manage, and improve customer experience in the contact center and beyond. Get inspired by customer stories and share ideas with CX professionals.
