Magazine article CRM Magazine

Using VC101[TM] to Optimize Customer Service Experience

Magazine article CRM Magazine

Using VC101[TM] to Optimize Customer Service Experience

Article excerpt

iq services

IQ Services has a vision: give companies confidence their contact center and communications solution investments deliver a customer service experience that guarantees success.

To commit to that vision and take services to the next level, IQ Services recently introduced Virtual Customer 101, a protocol for evaluating a business's customer service experience.

In today's competitive world, only the best customer service allows companies to deliver on their brand promises and succeed. How do you, as a business owner, know how well your contact center performs?

With VC101[TM], businesses are provided the intelligence needed to test, measure and meet customer service experience objectives.

VC101 works by having a Virtual Customer interact with a company's contact center technology, giving a customer's perspective on how their service actually pans out.

VC101 is about improving customer service experience, optimizing CRM and increasing ROI," said Mike Burke, VP Sales and Marketing at IQ Services.

With VC101, IQ Services goes beyond the hardware and actually tests the customer service experience. Creating a Virtual Customer is a four-step process that begins with an assessment and concludes with a detailed look into the experience delivered by your contact center.

"The VC101 process allows us to interact with our clients in a much more powerful way," Burke added.

The VC101 process begins with the Communications Intelligence Assessment (CIA). During the initial phase of the CIA, business owners and their staffs meet with IQ Services to characterize their customers and perform an assessment of how those customers interact with their contact center technology and processes. Based on information gathered during the CIA, key customer personas and how they interact with the contact center are identified and tailored to that particular business. According to Burke, findings in this first step often expose the potential for improvements in customer service experience.

IQ Services then generates a set of Virtual Customers by defining how the VCs will relate to the business's services its people, its processes/applications, and the technology in place within the contact enter. …

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