Course Outline
Course Agenda:
- Introduction
- Survey Design
- Survey Fielding Data Collection Methods
- Survey Analysis
- Change Initiative Execution
- Driving Change Throughout Organization
- Most Caller Satisfaction Programs Don't Have an Impact
- Quantifying the Value of Customer Satisfaction
- ROI Approaches for Customer Satisfaction Initiatives
- Caller Satisfaction Solution Providers
- Conclusions
- Course takes about 3/3.5 hours
Module 1 Introduction
Module Objectives:
Introduction with the following learning objectives:
- How do you define caller satisfaction
- Survey design and fielding
- Listening to the voice of the customer
Defining Caller Satisfaction
Faculty:Dr. Jon Anton
Dr. Jon defines caller satisfaction for caller satisfaction measurement.
Survey Design and Fielding
Faculty:Dr. Jon Anton
Dr. Jon examines survey design and fielding in the context of caller satisfaction measurement.
Listening to the Voice of the Customer
Faculty:Dr. Jon Anton
Dr. Jon discusses listening to the voice of the customer for caller satsifaction measurement.
Module 2 Survey Design
Module Objectives:
Survey design with the following learning objectives:
- Determining which customers to survey
- Determining which questions should be asked
- Determining the appropriate length of the survey
- Determining which attributes should be measured
- Determining sample size
Determining Which Customers to Survey
Faculty:Dr. Jon Anton
Dr. Jon explains how to determine which customers to survey as it relates to caller satisfaction measureme
Determining Which Questions Should Be Asked Part 1
Faculty:Dr. Jon Anton
Dr. Jon examines how to determine which questions should be asked for caller satisfaction measurement.
Determining Which Questions Should Be Asked Part 2
Faculty:Dr. Jon Anton
Dr. Jon examines how to determine which questions should be asked for caller satisfaction measurement.
Determining the Appropriate Length of the Survey
Faculty:Dr. Jon Anton
Dr. Jon discusses how to determine the appropriate length of the survey in caller satisfaction measurement.
Determining Which Attributes Should be Measured
Faculty:Dr. Jon Anton
Dr. Jon examines how to determine which attributes should be measured for caller satisfaction measurement.
Determining Sample Size
Faculty:Dr. Jon Anton
Dr. Jon examines how to determine sample size for survey design and caller satisfaction measurement.
Module 3 Survey Fielding Data Collection Methods
Module Objectives:
Survey fielding data collection methods with the following learning objectives:
- Implementing focus groups
- Customer advisory panels
- Critical incident testing
- Outbound telephone calls survey design
- Inbound telephone calls survey design
- Post-call IVR survey design
- E-mail survey design
- Snail mail survey design
Focus Groups
Faculty:Dr. Jon Anton
Dr. Jon examines focus groups for survey fielding data collection methods and caller satisfaction measurement.
Customer Advisory Panels
Faculty:Dr. Jon Anton
Dr. Jon examines customer advisory panels as they relate to survey fielding data collection methods.
Critical Incident Testing
Faculty:Dr. Jon Anton
Dr. Jon explores critical incident testing in the context of survey fielding data collection methods for caller satisfaction measurement.
Outbound Telephone Calls Surveys
Faculty:Dr. Jon Anton
Dr. Jon examines outbound telephone calls surveys for survey fielding data collection methods.
Inbound Telephone Calls Surveys
Faculty:Dr. Jon Anton
Dr. Jon examines inbound telephone calls surveys for survey fielding data collection methods.
Post-Call IVR Surveys
Faculty:Dr. Jon Anton
Dr. Jon discusses post-call IVR surveys for survey fielding data collection methods and caller satisfaction measurement.
E-mail Surveys
Faculty:Dr. Jon Anton
Dr. Jon discusses e-mail surveys in relation to survey fielding data collection methods and caller satisfaction measurement.
Snail Mail Surveys
Faculty:Dr. Jon Anton
Dr. Jon explores snail mail surveys as related to survey fielding data collection methods for caller satisfaction measurement.
Module 4 Survey Analysis
Module Objectives:
Survey analysis with the following learning objectives:
- Statistical routines usage
- Mining the caller feedback data
- Managing the persistent complainer
Statistical Routines
Faculty:Dr. Jon Anton
Dr. Jon examines statistical routines as related to survey analysis and caller satisfaction measurement.
Mining the Caller Feedback Data
Faculty:Dr. Jon Anton
Dr. Jon discusses mining caller feedback data for survey analysis and caller satisfaction measurement.
Managing the Persistent Complainer
Faculty:Dr. Jon Anton
Dr. Jon discusses how to manage the persistent complainer.
Module 5 Change Initiative Description
Module Objectives:
Change initiative execution with the following learning objectives:
- Determining the voice of the customer
- Driving customer wants back into the organization
Determining the Voice of the Customer
Faculty:Dr. Jon Anton
Dr. Jon discusses determining the voice of the customer for change the initiative execution and caller satisfaction measurement.
Driving Customer Wants Back into the Organization
Faculty:Dr. Jon Anton
Dr. Jon discusses driving customer wants back into the organization for caller satisfaction measurement.
Module 6 Driving Change Throughout the Organization
Module Objectives:
Driving change throughout organization with the following learning objectives:
- People prefer the comfortable status quo
- People must understand the reason for change
- Setting performance goals through caller feedback
People Prefer the Comfortable Status Quo
Faculty:Dr. Jon Anton
Dr. Jon examines how people prefer the comfortable status quo in relation to driving change throughout the organization.
Employee's Must Understand the Reason for Change
Faculty:Dr. Jon Anton
Dr. Jon examines how people must understand the reason for change for caller satisfaction measurement.
Setting Perfomance Goals Through Caller Feedback
Faculty:Dr. Jon Anton
Dr. Jon discusses setting performance goals through caller feedback for caller satisfaction measurement.
Module 7 Most Caller Satisfaction Programs Don't Have an Impact
Module Objectives:
Most caller satisfaction programs don’t have an impact with the following learning objectives:
- Most survey organizers stop after the fielding
- Survey reporting makes the difference
- Survey results must be actionable
Most Stop After the Fielding
Faculty:Dr. Jon Anton
Dr. Jon examines how most stop after the fielding for caller satisfaction measurement.
Reporting Makes the Difference
Faculty:Dr. Jon Anton
Dr. Jon examines how reporting makes the difference in caller satisfaction measurement.
Results Must be Actionable
Faculty:Dr. Jon Anton
Dr. Jon explores why results must be actionable for caller satisfaction measurement.
Module 8 Quantifying the Value of Customer Satisfaction
Module Objectives:
Quantifying the value of customer satisfaction with the following learning objectives:
- Customer life-time value (CLV)
- Calculating CLV
- Managing customer value
Customer Life-time Value CLV
Faculty:Dr. Jon Anton
Dr. Jon discusses customer lifetime value as it relates to caller satisfaction measurement.
Calculating CLV
Faculty:Dr. Jon Anton
Dr. Jon examines how to calculate CLV for caller satisfaction measurement.
Managing Customer Value Part 1
Faculty:Dr. Jon Anton
Dr. Jon examines managing customer value to quantify the value of customer satisfaction.
Managing Customer Value Part 2
Faculty:Dr. Jon Anton
Dr. Jon examines how to manage customer value for caller satisfaction measurement.
Module 9 ROI Approaches for Customer Satisfaction Initiatives
Module Objectives:
ROI approaches for customer satisfaction initiatives with the following learning objectives:
- How to approach ROI in C-sat initiatives
- Soft numbers versus hard numbers
How to Approach ROI in C-Sat Initiatives
Faculty:Dr. Jon Anton
Dr. Jon discusses how to approach ROI in C-Sat initiatives for caller satisfaction measurement.
Soft Numbers Versus Hard Numbers
Faculty:Dr. Jon Anton
Dr. Jon discusses soft numbers versus hard numbers in relation to ROI approaches for customer satisfaction initiatives.
