Bill Price: Applying Analytics to Improve the Customer Service Experience

How to Score a Perfect 10: Three Lessons to Delight Your Customers

We often lament when we encounter poor customer service and bad experiences, including my earlier column called Qantas Interruptus1. It is easy to share...

5 Ways to Get Your Outsourcers To Love Your Customers as Much as You...

Today somewhere between 30-40% of sales, collections customer care, and technical support services are provided by third-party outsourcers, also called business process outsourcing or...

“The Best Service is No Service” Turns 10, Going Strong!

By Bill Price, President Driva Solutions & David Jaffe, Partner LimeBridge Australia Ten years ago when we published The Best Service is No Service: Liberate...

Qantas Interruptus: How to Ruin the Customer Journey

We all tend to use the tagline “analyze the customer journey” to discover opportunities to improve the customer experience, since it’s clear that companies...

How to Increase First Contact Resolution with AI, Bots, and Big Data

Building on my April 2018 column “Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support”1, one of the seven vexing challenges...

How to Improve Customer Experience and Slash Operating Costs Using Robotic Process Automation

By Bill Price, Partner Antuit & President Driva Solutionsand Scott Tweedy, VP Driva Solutions As business leaders we are all aware that “digital is changing...

Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support

If we set as an overall goal “How can we create and sustain a consistent and awesome customer experience across multiple channels & touch...

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...

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