Bill Price: Rehumanizing Customer Experience in the Age of AI
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 Guide
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...
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...
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...
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...
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...
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...