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Customer Experience (CX) Rating
We have a unique and comprehensive scorecard by which we rate the customer experience in the voice channel. Our measurement of CX is unique because it provides a comprehensive assessment of the IVR experience that includes both caller perceptions and system performance having a direct impact on experience. When combined with the other CI Practice components, the CX Rating provides an actionable customer experience management system for the IVR.
We define CX as a user’s perception of their practical and emotional ability to easily and effectively achieve their intended goals in the voice channel
The Scorecard takes into account a customer’s intent when they sought the solution, how they interacted with the solution and their perception of that interaction. It combines direct customer feedback, operational analytics, and user-centered design best practices to provide an unbiased and consistent picture of your customers’ experience.
CX Rating Elements
| Element | What is being measured | How is it measured |
|---|---|---|
| Intent | The value a caller places on the ease and efficiency of accomplishing their goals. | Post IVR and Post Agent Surveys |
| Interaction | The value a caller places on the ease and efficiency of accomplishing their goals. | System performance reports, actionable summaries, raw performance data, and host performance reports |
| Perception | The caller’s reason for using the system. What will the caller do in the future. | Post IVR and Post Agent Surveys, task/goal specific reports, exit point and check point reports |