CUSTOMER EXPERIENCE
ILLUSTRATION PROVIDED BY ADOBE STOCK
SOLVING
THE CX CALCULATION DISCREPANCY - PART 1 HOW TO IMPROVE YOUR REPORTING AND RESULTS .
“ Our abandons have shot up !” declared a supervisor . “ The new system must be dropping calls !”
It was a Monday morning during the summer of 1997 and I ’ m in Phoenix , Arizona where it ’ s 120 degrees in the shade . Having recently joined an upstart tech company called Interactive Intelligence ( now Genesys ), I ’ m there because we managed to convince SkyMall ( yes , the catalog in your airline seat pocket ) to put 100 of their contact center agents on our all-in-one communications platform .
As the sales engineer , who could barely spell ACD or IVR at that time , I quickly shifted to a one-man implementation team and got to work with their telecom manager . The charter from my sales rep , literally in their contract said : “ Make it do what they did on Avaya .”
28 CONTACT CENTER PIPELINE
BY RICK MCGLINCHEY , PUREINSIGHTS
It was my first experience with what I later termed the “ CX ( customer experience ) Calculation Discrepancy ” that exists between some contact center platforms . And it is also the last thing you want to hear when a contact center goes live on a new platform .
This article will focus on some of the most common metric discrepancies between platforms , in the hopes you might avoid their pitfalls the next time you perform a major upgrade or migrate to a new contact center platform .
Given the complexity of this issue , I ’ ve split the article into three parts . Part 1 ( this part ) explains what this discrepancy is while in Part 2 we will discuss the most common offenders . Finally , in Part 3 , we will cover the differences between CX platforms that are voice-first versus digital-first .
DETECTING THE DISCREPANCY
Back to our mystery abandons . After working with our development team , we discovered that we could account for every queue call that resulted in an abandon . Yet the customer still insisted and provided historic reports from their legacy system for similar times of day and staff showing a lower number of abandons . Hence the discrepancy .
THE METRIC DISCREP- ANCY CAUSES YOU TO COMPARE APPLES TO ORANGES AND CAN DRIVE YOU BANANAS IF YOU HAVE NO PREVIOUS EXPERIENCE .