It is often challenging to manage a front-line employee, supervisor or outsourced supplier to a Customer Experience measure alone.  There is only so much of the experience that it is within their control.  The key is to balance the customer’s perception of the experience with insight into what specific behaviors can be controlled.  In fact our research has shown time and time again that how a customer feels before they seek assistance and what they are calling about has the greatest impact on the overall experience.  Importantly, how an employee responds to a customer (regardless of their issues/concerns) can have the most dramatic impact on how the customer ultimately feels about the company.  It makes sense.

How we do it:

• Ongoing Post-Call IVR Survey (with reporting at the agent level)
• Ongoing Customer Experience Call/Email/Web Chat Monitoring

What you get:

• Real-time, online reporting of detailed results
• A quantitative score related to adherence/compliance
• A qualitative score related to the interaction when compared to customer experience expectations
• A qualitative score related to the experience from the customer directly