Sterling, Virginia, 03/27/2007: Customer Relationship Metrics, L.C., the inventors of real-time IVR post-call surveying in the contact center industry, announced today that its EQM program has been selected 2007 Product of the Year by Call Center Magazine.
The EQM program combines advanced-IVR post-call surveying with a rigorous survey calibration process to deliver accurate and actionable voice of the customer data. The process uses transcribed customer comments to validate and correct numeric survey responses. 6-20%, of all surveys collected, are corrected in order to meet a scientific standard for accuracy and reliability.
Customer Relationship Metrics’ EQM programs are fully-hosted, completely turnkey customer satisfaction measurement programs that allow contact centers to accurately roll up report cards for each agent to the various levels and segments within the center. The unique, totally turnkey system prevents contact center managers from being distracted from their core competencies by trying to create a consumer research department for their contact center. EQM programs are only available from the consumer research experts at Customer Relationship Metrics.
“It’s one thing to talk about the ‘voice of the customer’ — it’s another thing altogether to scientifically measure and effectively use customer opinions to build better experiences. That’s what we like about Customer Relationship Metrics’ EQM Program. It’s in the forefront of a movement to turn customer data into information that’s useful, accurate and totally empowering. And that’s why we chose it as a Product of the Year.” – Keith Dawson, Editorial Director, Call Center Magazine.
Call Center Magazine is the premiere publication serving the call center, customer care and customer interaction marketplace. The magazine’s editors choose solutions that help enhance agents’ and call center managers’ productivity, boost sales and/or improve overall customer service.
“EQM is the right way to conduct surveying in the contact center. Our clients fully understand that the mechanics of data collection alone is not a complete solution and that a high-level of expertise is required to conduct survey programs that can be defended and trusted,” said Dr. Jodie Monger, President of Customer Relationship Metrics. “Because we can leverage the investment in technology and research services across numerous programs, our clients receive the highest level of expertise at an outstanding value. We are proud that our EQM programs deliver greater than 100-times the returns of surveying alone, and very pleased that an editorial team with this level of industry awareness has recognized our dedication to the principles of research.”
A complete article from Call Center Magazine recognizing all of the award winners will be available in the April 2007 issue.
About Customer Relationship Metrics, L.C.
Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, is a research consulting firm specializing in automated voice and web data collection for customer experience measurement. Customer Relationship Metrics was founded in 1993 and is a certified woman-owned business. Its President, Dr. Jodie Monger, was the founding Associate Director of Purdue University’s Center for Customer-Driven Quality. For more information visit either website www.Metrics.net or www.ExternalQM.com.
