How to Save a Puppy - CRMAdvocate: 5/21/2013

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My Take: How to Save a Puppy
Gary Lemke, Chief Customer Advocate (May 21, 2013)

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Discussing the merits of any CRM metric is tough work. Many of those measures are prone to "eye-rolling" among those who believe we rely too much on statistics that mean too little. So to keep things on the lighter side especially after my discussion of the Net Promoter Score (see understated detractors and weighty promoters), I want to highlight the recent work of Greg Levin.

Consider this call center stat: Only 17% of contact centers really mean it when they say "Your call is very important to us". Of the remaining centers, 38% feel "Your call is somewhat important to us", 24% feel "It's surprising how unimportant your call is to us", and 21% feel "It's hilarious that you are still holding for a live agent."

Or did you know that 73% of contact center managers claim to know how to accurately measure First-Call Resolution. The remaining 27% of managers are telling the truth. And who knew that engaged customer service agents are 35% more likely to provide a positive customer experience than are customer service agents who are already married. And it's sad to realize that every time a caller must provide his/her name and account number to an agent after having just provided that exact same information via the IVR system, a puppy dies.

Greg, thanks for keeping it real. You can read more of his tongue-in-cheek stats in the first story below: Captivating Stats about Customer Care.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

05.20.13 Weighty Promoters 05.16.13 Detractors - Over or Understated? 05.13.13 Main Events 05.08.13 Move Over NPS? 05.02.13 Everybody Else 05.01.13 The Good Customers 04.26.13 The SAP Answer 04.19.13 Binge CRM more "takes"

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Captivating Stats about Customer Care
In this age of social media, sound bytes and ADHD, people love quick and catchy stats. Unfortunately, in the contact center and customer care space, there seem to be only a handful of snazzy stats in circulation. The same ones just keep getting regurgitated over and over (yes, that's redundant), especially on Twitter. This is perplexing considering how dynamic customer care is and how much contact centers have evolved. It's actually worse than perplexing - it's depressing. Rather than just complain about the lack of statistical variety being promoted by self-proclaimed customer experience experts in the Twittersphere, Greg Levin aim to remedy the situation with fresh and captivating stats about customer care and contact centers.   . . . read more >>

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