Exploring Multiple Emotions During Contact Center Interactions

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, we also analyzed the lengths of the calls, the percentage of calls transferred to other agents or supervisors, and the Net Promoter® Score (NPS®) provided by customers right after their calls. To normalize the analysis across companies, we divided the data for individual calls by company Read More …

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Why? Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we created the Intensify Emotion Movement. As part of our efforts to bring emotion to forefront of CX discussions, we worked with Mattersight Personality Labs to examine customer emotions within contact center interactions, a notorious hotbed of customer discontent. Analysts at Mattersight did the heavy lifting, applying the company’s Read More …

Report: Unlocking Customer Insights From Contact Centers

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Here’s the executive summary: Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy on making agents as efficient as possible. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Temkin Group recommends that companies tap into this rich vein of information by shifting their focus away from agent productivity and towards enterprise intelligence. To construct a more holistic picture of their customers’ Read More …

Contact Centers Must Morph into Relationship Hubs

I originally published this content in an article on CMSWire… For years, companies have relied on their contact centers to deal with customer interactions—from technical support to requesting medical coverage—but contact centers are on the verge of a major change. Driven by a shift in technology capabilities and consumer behavior, leading companies are refocusing contact centers from handling individual calls to building customer loyalty. These changes will morph contact centers into Relationship Hubs. How will Relationship Hubs be different? They will: Enable journeys, not just handle interactions. Relationship Hubs will assist customers in achieving their goals. If a USAA member calls Read More …

Contact Centers Enter The Loyalty Mix

Over the previous decade, companies have squeezed costs out of their contact centers through automation, offshore labor, and self-service alternatives. But no matter how hard they try, most companies can’t take human contact out of the service mix. Many companies are realizing that some of their contact center interactions represent more than just costs; they’re moments of truth for customers, points in time that significantly impact customer loyalty. I’ve been doing a lot of work around contact centers lately. It’s clear that companies are beginning to reinvest in these important customer contact points. So I’ll be writing more about contact centers in the near Read More …

Winners: 2017 CX Vendor Excellence Awards

Congratulations! Temkin Group announces the winners of its 2017 Customer Experience Vendor Excellence Awards: Clarabridge, Medallia, Qualtrics, Rant & Rave, and Root.   Here are excerpts from the winners’ submissions: Clarabridge’s CX Suite helps companies understand and manage the customer experience. Customer feedback is taken in and analyzed, using Clarabridge’s advanced text analytics and sentiment analysis capabilities. The meaning of the text is analyzed, and the underlying root causes of each trend, complaint, and compliment is identified. Medallia strives to be a single source of truth across all customer touchpoints and to make real-time customer feedback available to employees across the organization. Read More …

My Latest 9 Recommendations For NPS

We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual NPS benchmark studies. This gives us a unique view on how organizations use this popular customer experience metric. Every year or so, after being asked a series of similar questions about NPS, I write a blog post with a collection of my thoughts. Before I get to my current thinking (which has remained relatively consistent over the years), here are some previous posts you might be interested in reading: Read More …

11 Customer Experience Trends for 2016 (The Year of Emotion)

It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “The Year of Employee.” With this post, I’m declaring 2016 “The Year of Emotion.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. As you can see in our video Driving CX Read More …

2015 Temkin Group CX Vendor Excellence Award Winners

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Confirmit Clarabridge NICE Systems Qualtrics Rant & Rave ResponseTek Walker In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Rick Meyreles (VP – Read More …

8 CX Trends for 2015 (The Year of the Employee)

It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “The Year of Empathy.” With this post, I’m declaring 2015 “The Year of the Employee.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year Although I published 13 CX Read More …

2014 Temkin Group CX Vendor Excellence Award Winners

Watch this blog and my Twitter feed for an announcement about the 2015 CX Vendor Excellence Awards in January Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge Verint Also, congratulations to the finalists: Confirmit, Enghouse Interactive, Mindshare Technologies, Qualtrics, and Walker. In its second year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. The Read More …

14 Customer Experience Trends for 2014 (The Year of Empathy)

It’s time to identify key customer experience trends for next year. We did a pretty good job of identifying 13 CX trends for 2013 and many of those trends will continue on into 2014, so they remain on this year’s list. We expect CX to gain even more momentum next year as 2014 brings us deeper into what Temkin Group has labeled the Era of CX Professionalism. Based on what we see emerging in CX, we believe that 2014 will be The Year of Empathy, which is the 14th trend. Here are 14 CX trends to watch for in 2014, followed by some Read More …

Customer Experience From the C-Suite, With Dan Hesse

In case you missed it, (which would be nearly impossible if you read my blog, follow me on Twitter or receive the Temkin Group newsletter) yesterday was the first ever Customer Experience (CX) Day. It was a huge success as people around the world came together to “celebrate great customer experience and the people who make it happen.” The day started with a Google+ Hangout in Australia and ended with three in-person events on the U.S. west coast (part of the CXPA.org’s schedule of local events in 19 cities across 5 countries). One of the highlights of my day was Read More …

Key Ingredient for CX Innovation: Love

How can you create value for your customers and your organization? Innovate around your customer experience. Here are some examples of different ways to uncover CX innovation ideas: Look for opportunities to add value around customer lifecycle events. Sovereign Assurance NZ’s research showed that many new parents don’t have the time to review their life insurance, but after having a new baby, it’s more important than ever to have some life insurance. The company developed a program called “Choose Precious” that offers new parents $10,000 free life insurance up until their baby’s first birthday. New parents just need to register at chooseprecious.co.nz Read More …

Raise Employee Performance With Inspirational Coaching

I was recently on a multi-city speaking tour with NICE Systems and had the pleasure of meeting Tequea “TQ” Batson, an operations manager at Sprint’s Denver contact center. She was a speaker with me at the Denver event. TQ currently has about 185 direct reports at her contact center which has almost 600 employees overall. She has a track record of improving contact centers, and the Denver facility is one of the top performing sites across Sprint’s network. What’s her secret to success? Employee coaching. But not just any type of coaching. She practices what she calls Inspirational Coaching. TQ Read More …