Knowledge Wave Manages Call Center Performance

Tuesday, September 07, 2010

Knowledge Wave’s products and services are best-in-class for understanding the customer experience, and identifying targeted action for improvement.

Their people were very responsive and knowledgable enabling us to successfully gain key insights into our customer needs.

Jimmy Maher
SENIOR PROGRAM MGR
GLOBAL SUPPORT SERVICES
VMWARE, INC.

Customer Satisfaction Surveys (C-SAT)

Where the rubber meets the road

Customer Satisfaction Surveys (C-SAT) help you ensure that one of the most vital experiences your customers have produces the positive impact you expect ... and need. No matter how you interact with a customer, the Customer Service Representative is — at the point in time of the interaction — the face of your entire organization. Whether in-person, over the phone, through email, private chat, an on-line community, forum, or networking site, the individual CSR is speaking with the full voice and authority of your entire company.

The Customer Satisfaction Survey (C-SAT) is a three-step process for ensuring that your CSRs are succeeding in their job and delighting your customers:

Measure: Identify the Key Performance Indicators (KPIs) which are vital to the customer's experience and then monitor them in a way that provides valid, reliable, and - most importantly - actionable data.
Manage: Understand the customer's feedback in terms of who the customer is and what the customer means to your organization. Automate responses you know you will take for dissatisfied - or very satisfied - customers. Provide the data to people in your company when and how they need it.
Improve: Define narrow, targeted plans of action based on quantifiable data. Deliver measurable results quickly and with a high rate of return. Then move on to the next task.

To learn more, call us today at 1.800.329.9159.

Solutions

Enterprise Feedback Management

Customer Satisfaction (C-Sat)

Voice of the Customer (VoC)

Customer Service Consulting

Employee Loyalty and Engagement

Channel Partner Satisfaction

Market Research

Downloads

CustomerWave™ Brochure

ServiceWave™ Brochure

EFM: Integrate What You Know

Trebax™: Intelligence for EFM

Integrating Operational Data

If the goal of your C-SAT program is to turn data into knowledge and knowledge into action, you have to include more than just customer opinion data in your reports and analyses. By fusing customer behavioral data with the survey data you will develop a truly 360-degree of the customer's experience.

But pulling operational data into your C-SAT program is not easy. In fact, the vast majority of such projects will fail to meet their goals of schedule, budget, and scope.

Knowledge Wave's customer service IT professionals have developed a proven methodology for ensuring the successful integration of data between your legacy applications and our C-SAT platforms.

Lean Six Sigma

Lean Six Sigma - especially as adapted for services - is a business philosophy intended to help companies improve the reliability and efficiency of their service offerings.

Primarily this has an impact on business processes and cost models. However, improving customer-facing processes must be driven by the other side of the ledger: What matters to your customer.

Knowledge Wave will help you understand the data from your C-SAT program and - using advanced statistical techniques - identify the processes that will have the greatest impact on the best customers. Using any of a number of different prediction, correlation, and regression models you will ensure that you quality program is focused on the most important things first.