Bill Price: Applying Analytics to Improve the Customer Service Experience

Net Promoter Score: Four Problems, Two Remedies

Net Promoter Score or NPS has been around for about 18 years. It’s a simple way to get a pulse on how your customers...

6 Key Statements to Propel Your Customer Experience Program

Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs. Instead, if we examine these 6 key statements and re-shape...

Creating Personalized Service Using Predictive Analytics

Let me start by telling three intersecting stories. First, back in the 1990s I was leading MCI Call Center Services and beginning ...

Applying Speech and Data Analytics to Improve Customer Experience

In my earlier columns I have addressed several ways that you can improve customer experience using Big...

Is the Customer Always Right? Should You Fire Some of Your Customers? 3 Ways...

Recent customer rage reminded me of a TiE (The Indus Entrepreneurs) panel 10 years ago when the...

How Will Analytics, AI, Big Data, and Machine Learning Replace Human Interactions?

Calls for the death of human intelligence and human interactions are premature. Or are they? ...

Why Don’t Retailers Make it Easy to Cancel Their Catalogs? Navigating the Maze to...

I have a confession to make. My wife and I do a lot of online shopping, and ...

Applying Big Data, Skyline, and Snowballs for Contact Optimization

Amazon.com’s early Contact Optimization program slashed contacts per ...

Using Big Data to Build an Integrated Voice of the Customer Program: A 6-Step...

In my last column I introduced the need for “Measuring and Mastering Omni-Channel FCR (web, IVR, centers)”, noting that today...

Measuring and Mastering Omni-Channel First Contact Resolution

It used to be fine if we could handle contacts quickly in the phone channel but over...

Using Analytics to Improve Agent Performance: Anchors, Sleepers, and Weak Links

In my last column “Using Big Data Analytics to Find Your Best Agents and Supervisors” I introduced a new way...

Using Big Data Analytics to Find Your Best Agents and Supervisors

In my last two columns “Starter Kit for Customer Experience Data Analytics” and “3 Tips for Customer Experience Analytics”, I...

3 Tips for Customer Experience Analytics

In my last column “Starter Kit for Customer Experience Data Analytics” I posed four issues that you ought to consider...

Starter Kit for Customer Experience Data Analytics

Applying data analytics to understand better what drives Customer Experience (CX) is a hot topic, but one that might appear...

Using Me2B and Analytics to Avoid Cross-Selling Disasters

The hue and outcry about Wells Fargo Bank’s egregious internal scam cross-selling unwanted and unneeded products and services to its...

Will Chat Bots Be Boon or Bust for Customer Experience?

One of the hottest topics today revolves around chat bots, “computer programs that mimic conversations with people using artificial intelligence...

Treat Me Like a New Customer ALL the Time

Has this ever happened to you? You have subscribed to a cable or satellite or mobile service,...

Reefer Madness: Customer Experience Perils Using Third Parties

Almost every company relies on third parties to complete their product or service offerings, usually using their brand name but sometimes the third party...

Using Big Data to Retain Your Best Agents and Create an Energized Workforce

In an earlier column I introduced the “4 Foundations” that companies need to put into place in order to become...

ZCR (Zero Contact Resolution): Getting it Right the First Time

In my last column decrying “Average Thinking” I touched on the importance of measuring first contact resolution (FCR) across the...

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