Customer Relationship Metrics Email Format
Management ConsultingVirginia, United States11-50 Employees
Customer Relationship Metrics designs and implements post-call surveys delivered through IVR systems for contact centers. The company highlights a proprietary Survey Calibration process intended to ensure data integrity and earned trust in agent performance results. Its outputs feed into performance management, quality assurance programs, and strategic decision making around customer experience. Headquartered in Sterling, Virginia, the firm serves contact centers aiming to improve sales and service while reducing costs by identifying the agent behaviors that influence key metrics such as NPS, customer satisfaction, customer effort, and first-contact resolution. The firm offers hosted data collection and reporting where needed and uses a pay-as-you-go model for its managed service programs. With about two decades in operation, its work has been included in JD Power's Contact Center Certification program, CIAC certification, and CCXP certification.