Customer Relationship Metrics

Business Consulting and ServicesVirginia, United States11-50 Employees

Customer Relationship Metrics does all of the measuring...so you can manage your contact centers. We design and develop post-call IVR surveys in contact centers. We are the only company to create contact center agent scorecards after conducting the Survey Calibration (exclusive) process so data integrity is high and agents trust the results. Our clients use the Voice of the Customer from our work as part of their performance management, quality assurance programs and strategic decision making. We bring the customer into their customer-centric strategies and day-to-day operations. We help contact centers to improve sales, service, and reduce costs by uncovering the agent behaviors that drive NPS, customer satisfaction, Customer Effort, and First Contact Resolution performance while revealing opportunities for the company to identify product, process, and procedure problems. We use hosted data collection and reporting systems (if necessary) and provide pay-as-you-go billing for our managed service programs. Most importantly, after 20 years, we know what works and what doesn’t when it comes to giving people like you getting the knowledge needed to make post-call IVR survey programs that priceless tool that will help you reduce costs and win with customers and contact center agents. Our work has been included in the J.D Power and Associates Contact Center Certification program, the Call Center Industry Advisory Council (CIAC) certification, and the Customer Experience Professionals Association’s Certified Customer Experience Professional (CCXP) certification. Call 336-288-8226 to schedule your complimentary consult today.

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