1. Insight from Interactions Measuring the Customer Experience Presented by NUG Q&T Committee Annemarie Jenkins Sharon Dowd QA Recipe Book

2. Insight from Interactions Rules of the Kitchen If you want to ask a question, select the icon of a raised hand, from the menu in the upper left hand corner. If you hear of a ‘recipe’ or good idea, feel free to change your icon to a smiley face or applause. Don’t just sit there. Offer up some of your recipes!

3. Insight from Interactions Recipe Source www.niceusergroup.org Quality &Training Content Library KnowledgeShare QA Recipe Book

4. Insight from Interactions Let’s get cooking!

5. Insight from Interactions What’s the difference? Quality Monitoring  Random sample  Agent focused  Behavior-based measurement criteria  Most effective when shown as a trend line  Has an ‘expiry’ date  Focus on continuous improvement Customer Experience Measurement  Event based sampling  Precision Monitoring  A comparison, but not substitution, of customer surveys  Linked to specific business event or area of pain such as customer attrition  Can be used even when customers are happy!

6. Insight from Interactions Sample Evaluation Questions  If evaluating customer satisfaction for new product/service: –Was the primary reason for calling an enquiry for more information about the new product/service? –Was the mention of the new product/service related to the primary reason for calling? –Was the feedback given about the new product/service in response to the promotion of it from the agent? –What was the feedback? Provide brief summary in notes field.

7. Insight from Interactions Samples  If evaluating customer experience, where recordings had a positive or negative post-call survey completed: –What was the customer’s behavior at the beginning of the call? (1-4, 1 = unhappy, 4 = very happy) –Was there an event in the call that caused the change in customer behavior? –Was the change in behavior in response to agent activity? –Was the change in behavior due to the information given by the agent i.e. new shipping costs imposed on minimum orders?

8. Insight from Interactions Sample questions  If evaluating customer experience, where there were two or more holds during the recording, for a total of 3 minutes of hold time: –Did the caller agree to wait on hold? (not applicable if the agent did not wait for a response to hold question) –Did the caller agree each time to being requested to hold? –Was there audible evidence of frustration, annoyance or other negative indications that the holds were not seen by the caller as a help to resolving the caller’s question? –Did the caller verbally state their dissatisfaction upon hearing the request for further holds?

9. Insight from Interactions Sample questions  If evaluating customer experience for expectations of service: –Did the customer interrupt the agent’s introduction? –Did the customer ask to speak to a supervisor within the first 45-60 seconds of the call? –Did the customer volunteer information about past interactions such as “Last time I called, I spoke to Sarah…” or “I thought I had fixed this billing issue last month when I called…”? –Did the customer volunteer that the reason for calling was due to word- of-mouth information? –Did the customer volunteer that the reason for calling was due to a marketing incentive? –Did the customer respond with a secondary or additionally enquiry based on the prompting of the agent’s “Is there anything else I can help with today?”? –Did the customer express an observation that compared this interaction with one in the recent or far past?

10. Insight from Interactions Who’s hungry for this kind of information?!

11. Insight from Interactions Gain Executive Sponsorship  Make the mission of the QA program strategic in plan and tactical in implementation.  Not focus on whether agent said customer’s name twice  Uses the dashboard view to assign accountability for:  Operational efficiencies  Financial gains  Customer Survey improvements  Stakeholder expectations  Customer trends.

12. Insight from Interactions  Customer retention initiatives  Identify up-sell and cross-sell opportunities  Feedback on marketing campaigns  Improve business process  Gain competitive knowledge  Identify new revenue generating opportunities Customer Interactions Going Beyond Quality Measurement to Drive Revenue

13. Insight from Interactions Thanks for Cooking with us! www.niceusergroup.org