Bill Price

Applying Big Data, Skyline, and Snowballs for Contact Optimization

Amazon.com’s early Contact Optimization program slashed contacts per order shipped by 70% over a 3-year period, and continued to decline as ...

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 customers have 15 or more channels by which they can communicate their wants and needs, their problems...

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 the years we have seen an explosion of possible customer contact channels, and speed has become less...

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 to find more agents (and supervisors) who are like your best performing agents (and supervisors) using Big...

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 introduced these four issues: “Where do I start?” “Do I need “Big Data” and, if so, what the heck is it?” “We have...

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 when undertaking “Big Data” or any other sort of analytics, and covered the first two: “Where do I...

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 to be a daunting undertaking across these four issues: “Where do I start?” “Do I need “Big Data” and,...

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 customers has brought back into discussion a thorny topic for customer experience professionals, and those in marketing,...

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 ” … to “transform the way you interact with the internet from a series of self-initiated tasks...

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, and you spot an ad offering what you’re watching or using for 40% off … for new subscribers, ...

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 is strong enough to retain its own identity. You see companies like Amazon, BestBuy, Costco, DIRECTV, Federal Express, and Microsoft ...

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 Me2B Leaders and deliver outstanding customer experience. The 4th Foundation revolves around an “Energized workforce”, meaning that...

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 entire customer population, not just on the average FCR metric. Customers keep telling us that FCR is...

Get Rid of Average Thinking, Make Every Experience Count

Customer service and customer experience love to use averages to explain performance and to plan capacity. How many of these averages do you use?1 How many others do you use? ABA (abandonment rate)...

Don’t Ask, Know! What Are Your Customers Not Saying? Not Doing?

Over the past 5 years we have seen an explosion of customer surveys including ones administered to us in IVR or email post-call, forms passed out onboard aircraft, online during web sessions, emailed to our Inboxes, outbound...

Who Ordered the King Salmon?

How many times has this happened to you? You settle into a comfortable booth at the hot new restaurant in town with your partner and two of her favorite friends who are in town, and after reviewing...

Delivering Great Me2B Customer Experiences With an Energized Workforce

In my last two columns I introduced the “7 Customer Needs that Lead to a Winning 'Me2B'Culture”1 and the “4 Foundations Needed to Deliver Great Me2B Customer Experiences”2. Both are based on the research and interviews into...

4 Foundations Needed to Deliver Great Me2B Customer Experiences

In my last column 7 Customer Needs that Lead to a Winning “Me2B” Culture I introduced the results of the research and interviews into companies that uniformly deliver great customer experiences that my co-author David Jaffe. These insights are in our...

7 Customer Needs that Lead to a Winning “Me2B” Culture

Soon after my co-author David Jaffe and I got our 1st book published (The Best Service is No Service: Liberating Your Customers From Customer Service, Keep Them Happy and Control Costs, Wiley/Jossey-Bass, 2008), we got a lot of comments on its...

Contact Center Metrics: AHT is Out, FCR is In (But Not Enough!)

Customer support contact centers exist to fix problems or clear up confusion, while sales or collections centers help produce revenues. For years the key metric for both types of centers was speed: contacts handled per hour per agent (CPH) or its flipside average time...

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