Introduction

Did you know that a staggering ​86% of customers are willing to pay more​ for a great customer experience? While this clearly indicates that customer gratification pays off, putting your customers’ needs and goals first is impossible without the right customer experience analytics.  

Customer analytics is the process of discovering, collecting, and analyzing customer data to make informed and insightful decisions regarding your products or services. The data allows businesses to examine what works well and helps in identifying the problem areas. It also helps discover any setbacks that customers may be experiencing. Since a substantial amount of data is collected through customer analytics, it is important to recognize the metrics worth tracking. 

The following article discusses why it is important to measure and track customer experience, what metrics to track, and what tools to use to enable effective customer analytics.  

What is Customer Experience? 

As aptly put by Hubspot, “customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer's journey. It results in their view of your brand and impacts factors related to your bottom line including revenue”. What’s important to keep in mind is that creating a remarkable customer experience isn’t a one-time effort but rather a continuous process. As the expectations of your customers evolve, so should your CX strategy.  

In order to maintain a good customer experience standard and strengthen brand loyalty, you must thus turn to tracking customer data analytics.

Why it is Important to Track Customer Data – The Benefits of Customer Experience Analytics  

Below we discuss the key benefits of tracking customer experience metrics:

• Identifying roadblocks and highlighting problem areas – in order to eliminate negative experiences before customers get frustrated and decide to churn.
• Improving customer satisfaction and encouraging loyalty. By reaching out to customers, companies can learn what their strong suits and faulty processes are. This gives them the opportunity to display that they value their customers’ opinions, which in turn may increase the user retention rate.
• Adjusting your website, email marketing, and onboarding sequence copy, to promote user retention and provide answers to customers’ most common questions.
• Increasing word-of-mouth recommendations from satisfied customers.

With this mind, let’s move on to discussing which metrics you should focus on to start learning more about your customers and boost their satisfaction levels. 

What Metrics and Data to Track to Create Good Customer Experience

There are five areas you should focus on when you embark on your CX tracking journey: customer service data, survey data, customer sentiment, conversion rate, and app returns.

Customer Service Primary Data 

This customer data category will likely be the best starting point for your business – most companies already have some basic information on their clients in the CRM or website analytics software. The data you should gather for your customer experience analysis includes the following:

• Marketing and customer service email open rates: It’s recommended to investigate the number of sent and opened emails to customers and/or prospects. For instance, let’s assume you have a new feature release and decide to inform all your customers (for example, 10,000 contacts) about the recent change. While you’ve reached out to 10,000 clients, you might notice that only a fraction of the recipients opened your email, and even fewer of them clicked-through to your website. One of the conclusions might be that your CX requires improvement, as you didn’t manage to evoke enough interest among customers to bring their attention to your new service.
• The number of open and closed tickets: You can find this data in your CRM software. Depending on your business and the volume of customer communication, you should track either the daily, weekly, monthly, quarterly, or even yearly statistics. Tracking the number of open and successfully resolved customer tickets provides a good overview of how effective your customer support is. However, it can also indicate an issue with your product – if unresolved tickets keep growing, it’s possible that customers are experiencing issues with your service. By keeping tabs on your ticket metrics, you can aim to resolve issues as soon as possible.
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• The number of complaints: Is your brand subject to a lot of customer complaints, do you address them regularly, and strive for improvement? If the number of complaints doesn’t go down or is growing, it will negatively impact your brand perception – especially if customer complaints become public. 

While the above data points will be useful for most businesses, it’s important to remember that each company has different needs and growth patterns. Therefore, we recommend that you regularly evaluate which customer service data is best to track to ensure that you’re not lacking any key customer information.

In the next section, we discuss several important customer satisfaction and loyalty metrics that can be tracked by surveying your audience.

Customer Survey Data 

Customer surveys are an effective method for verifying how satisfied your customers are with your website, product, customer service team, or other areas of your business. There are three primary channels you can use to start collecting user insights, namely:

• On-Site or In-App surveys
• Post-Service or Post-Purchase Surveys
• Email Surveys

For the purpose of this post, let’s focus on the top 3 customer experience metrics – NPS, CSAT, and CES, as these are the most common indicators of customer satisfaction. 

Customer Satisfaction (CSAT)

Among the three, CSAT is probably the most widespread, due to its ability to measure overall customer satisfaction with the company’s product, service or quality of a specific interaction. CSAT scores can be determined using different approaches in terms of used scales and calculation methods, such as the 5-point Likert scale, the 4-point modified Likert scale with no neutral point, or the binary scale, to name a few. 

As all of the above-mentioned scales have their advantages and disadvantages, it’s important that every company finds and adopts the most suitable approach. 

Besides the different “technical” considerations, it is equally important to understand the limitations of the CSAT, especially when it comes to using this indicator to predict future customer behaviour, engagement with the brand, and loyalty. 

This is where the NPS kicks in. 

Net Promoter Score (NPS)

Although the NPS has met with certain criticism throughout the years, including it in a customer survey is an effective method of understanding not only clients’ short-term satisfaction, but also their overall inclination towards continuing their relationship with a brand.

As a main consideration, the NPS is an instrument of segmenting customers into the promoters, passives, and detractors. 

Promoters are those whose overall brand satisfaction has turned them not only into loyal customers but also active promoters of your brand. Passives are usually satisfied customers that do not, however, advocate for the brand. Detractors, respectively, are the customers who are decidedly dissatisfied with the company. 

The purpose of the NPS is to show whether a company has more promoters than detractors. Therefore, the NPS – usually measured on a 0-10 scale due to its “translation” of probability – is calculated by subtracting the percentage of detractors from the percentage of promoters. 

As a result, NPS values range from -100 to +100, with the two extremes meaning that a company has either detractors or promoters only. NPS values lower than 0 are considered to be bad results, values ranging between 0 and 30 as somewhat good, while values higher than 30 signify very high loyalty levels. 

To ensure actionable insight, companies can decide to complement CSAT and NPS questions with one, or more open-ended questions, allowing respondents to motivate their rating choices. 

Customer Effort Score (CES)

Going further, another indicator that conveys meaningful insight is the CES – or Customer Effort Score.

Asking customers to rate the difficulty – or ease, for that matter – with which they were able to solve a problem, get an answer, or interact with a company's products or services, offers a great deal of support when it comes to fostering continuous improvement. 

Some have stated that the CES is limited to showing potential roadblocks that have pushed customers to contact support, without shedding light on the problems customers have encountered elsewhere. However, this turns out to be true if the company decides to introduce this question in customer service surveys only. 

Introducing a CES question in other surveys has also proven effective. The answers unfold reasons why customers had a hard time performing certain actions, which help companies turn a negative experience into a positive one by removing or minimizing obstacles. 

Technically, CES questions can be measured using different approaches, however, many companies choose a 5-point scale and calculate CES scores as averages. 

CSAT, NPS, or CES?

An unanimous answer to this question does not exist, however, as it turns out, it’s probably for the better. Choosing to work with an indicator – or even all of them – should depend on the specifics of your business, what has to be found out, and the overall purpose. That being said, it should take into account all possible implications and limitations. 

Customer Sentiment Data 

Customer sentiment data is also known as opinion mining. It is the process of determining whether a customer’s language echoes positive, negative, or neutral sentiment for your product. This type of data is usually provided in the form of descriptive, qualitative feedback, and can serve as a great supplement to quantitative customer experience metrics such as the above mentioned NPS, CSAT, and CES scores. They are an invaluable source of the ‘why’ behind customer impressions and decisions. 

Let’s use chatbots as an example to understand the sentiment data. Chatbots are embedded in apps and web pages everywhere for different reasons. You could integrate a series of questions into the chatbots’ script to analyze the customer sentiment. One example would be asking “why didn’t you finalize your purchase?” upon a customer abandoning the cart. The answers provided will help you better understand the customer’s sentiment towards your product and supplement insights on user motivation. 

Conversion Rate 

Any interaction that your customer has with your brand that results in the achievement of a business goal is known as the conversion rate. Actions like clicking on a Call-To-Action button, making a purchase through a sales call, or signing up for an email newsletter are all conversion examples. As simple as it may sound, it is imperative to understand the basic formula for conversion rate calculation, as it gives you an accurate picture of where your brand stands. 

Basic formula: The formula for the conversion rate is the number of times a given action is taken (the number of outbound sales’ calls, for example) divided by the number of people who finalized the purchase. 

Example of a conversion rate formula for an email campaign: Below is a real-life example from JellyMetrics. To calculate your email campaign conversion rate, divide the number of people who completed the desired actions (signups, purchases, etc.) by the total number of successful deliveries. In the end, multiply that number by 100. 

App Return 

App return is the rate at which the customers return to your website or app. For instance, ​Yahoo​ calculates it’s return rate by measuring the percentage of users who return on a given day, week, or month. The value is then analyzed by looking at the cohort group when the users first started using their app.

Once you’ve collected all of the above customer data, it’s time to analyze it. The next section sheds some light on how to choose the right tool for your customer experience analysis.

Using the Right Tools for Customer Analytics 

A short search in Google will reveal a staggering number of customer data analytics software. So, what features should you look out for to choose the best-fitting solution? Given our expertise at Intersoft, we recommend that the option you choose checks the following features off your list:

• Allows access to customer insights for the entire team; not just management-level employees, but also customer support agents, who must be given the liberty of cross-referencing data on users whenever need be. By giving your entire team access to customer insights, you give them the tools needed to personalize their customer communication and, as a result, improve CX.
• Integrates all data sources to create accurate and consistent reports based on the above-mentioned metrics and other relevant customer data.
• Enables you to organize and/or reorganize your existing data so that it flows cohesively into your dashboarding application without the need to engage developers in the process of reconfiguration. 

Our Customer Insights solution at Intersoft provides you with all of these features, among many others. It is the fastest way to connect, consolidate, aggregate, visualize, monitor, and share all your data, enabling you to make your CX strategy an informed process. 

Summary

Customer support departments amass huge amounts of client data. However, only the most customer-oriented companies put in the effort to translate this important information into actionable insights and fuel their customer experience strategy. 

To make the most of your customer experience efforts, you need to not only track the right metrics but also choose a solution that lets you analyze and cross-reference your data with customer insights from your remaining data points.

If you’d like to learn more about the ins-and-outs of offering a good customer experience standard, don’t hesitate to reach out – we’ll be happy to recommend the best solution tailored to your needs.

Introduction

While the majority of businesses, if not all, want their employees to be happy, they still put profitability first over employee happiness. However, there is increasing evidence showing that there is a direct link between employee engagement and higher profitability. In fact, businesses with happy and therefore engaged employees outperform the competition by 20%. 

In today’s article, we’re going to explain what talent management is, what drives employee engagement, as well as share with you some of the best employee engagement strategies to ensure your workforce is happy. Let’s start off with a talent management definition. 

What is talent engagement? 

Talent engagement is about attracting candidates with the right skills and attitude to your organization, and ensuring that both your current and future employees engage, understand, and can relate to your business goals and principles. In order to measure employee engagement, organizations turn to employee engagement rate, i.e., the perceived commitment an employee displays towards an organization. There are several metrics that can be applied to measure the employee engagement rate, for instance, NPS, absenteeism, and turnover rates. 

Now that you know what talent engagement is, let’s take a look at the factors which impact it. 

What drives engagement?

There are many engagement drivers that decide upon whether your employees are satisfied and engaged at work. We will focus on the three most common ones.

Management/Leadership 

According to the 2019 Employee Engagement Trends Report by Quantum Workplace, the second most important engagement driver is trusting senior leadership. Frequently, one of the reasons why employees are disengaged is the lack of trust in management. As it’s the management and C-suite that set the direction in which the organization is supposed to go, if employees don’t trust senior leadership, they won’t commit to fulfilling business goals.  

Meaningful work

Employees want to feel their work matters. Deloitte revealed that 42% of the respondents surveyed sought new job opportunities because they couldn’t make good use of their skills and abilities in their current workplace. What’s more, those who planned to change jobs mentioned lack of career progression (37%) and their job not being challenging enough (27%) as the two main factors impacting their career decisions. Employees, especially the most skilled ones, want to feel their work contributes to a greater goal, and that they can put their skills to good use. Without this conviction, they won’t be able to fully commit to work. 

Liking your co-workers 

We spend a lot of time at work, so it’s not surprising that one of the engagement drivers is the relationship we have with our co-workers. In a survey conducted by SHRM, 41% of employees admitted that it was a very important factor that impacts their job satisfaction. A good relationship with your fellow employees leads to loyalty and fellowship. They enjoy spending time together and don’t want to disappoint each other, which makes them work harder. 

What are the reasons for employee disengagement? 

Gallup has found that in 2019 the employee engagement rate has reached 35%, which is the record high since they started measuring it in 2000. Yet still, 13% of the American workforce remains actively disengaged, and for this reason, it’s worth looking at the main employee disengagement factors. However, before we do so, let’s explain what “actively disengaged” indicates. These are the employees who act to the company’s detriment. For example, they monopolize their manager’s time, tend to have more job accidents, take a lot of sick leave, and display a higher quit rate. 

What causes employees to become actively disengaged? 

Poor leadership

Earlier in this post, we mentioned the importance of management for employee engagement rate. Poor leadership negatively impacts employee commitment – only 42% of workers trust their boss. This, to an extent, explains why there are so many disengaged employees. 

Lack of feedback

Employees like to feel their work is valued, and there is no better way to show appreciation than through regular feedback. Those who don’t receive feedback tend to work less hard – 96% of employees say they want to hear it regularly. It’s important to note that feedbacking should go beyond annual performance reviews as “there's no way to get better at something you only hear about once a year” - Daniel Pink. 

Lack of career growth opportunities

Lack of career growth opportunities is one of the most common reasons for switching jobs. On the contrary, good career growth prospects is one of the most important factors for staying with the current employer. This criterion plays a particularly crucial role if the majority of your workforce are Millennials – since 87% of them admit that career development is very important to them. 

Dissatisfaction with benefits and pay

In a study on job switching conducted by Indeed, over half of respondents reported they changed employers primarily because they felt dissatisfied with their salaries. Among other factors, they also mentioned inflexible schedules and long commutes, which contrasted with the offers they were presented with by their future employers.

Not having access to the right resources 

Employees feel frustrated if they lack access to the right tools and resources. If they feel that it’s virtually impossible to fulfill standards set by their managers, they will lose motivation and feel detached from your organization’s goals.

The best employee engagement strategies you can use 

Let us now review several methods that you can apply to boost your employee engagement.

Strategy 1: Survey your employees (and candidates)

Employees who have a way of providing feedback to management report that they are 4.6 times as likely to perform at their best. Surveys are one very effective way of giving them the chance to voice their opinions.

Using surveys, you can collect feedback regarding any policies, processes, or faulty workflows that may stand behind employee disengagement or that might cause them frustration. They are also a great way of continuously collecting improvement suggestions. For example, if your company is considering introducing a new service or internal process, you can quickly run a survey to collect input from your employees and evaluate the idea.

Surveys can also be used to collect feedback from your job applicants to boost the candidate experience and attract better talent. 

Here are some types of surveys we suggest you include in your talent engagement strategy:

• Employee satisfaction survey (for instance, the previously-mentioned eNPS)
• Training needs’ survey
• Training evaluation survey
• Recruitment feedback survey

Strategy 2: Conduct quality audits

Quality monitoring might not be the first thing that comes to mind as far as employee engagement tactics are concerned, however, it’s another important engagement driver. It serves not only as a way to evaluate the quality of work but also to help your employees feel more fulfilled in their role. 

Use a Quality Monitoring solution to conduct employee performance reviews and see whether there’s anything you can do to help them be better at their job. By incorporating it into your business, you will reveal improvement potential on an employee and business level, which translates to people receiving support, coaching, and training to further develop their skills. As a result, your employees will feel heard, which will improve morale and boost their motivation.

Strategy 3: Conduct regular meetings with employees

Scheduling regular meetings between the employee and HR (or their direct managers) will give you the opportunity to track employee satisfaction over time. It will also serve as a way to find out if there’s anything your company can do better and include in the employee engagement strategy. 

Apart from regular checkups, you should also make sure to schedule meetings whenever you see a drop in engagement or receive a poor employer evaluation in a survey. Certain solutions, such as Intersoft, will even help you predict employee flight risk based on the employee data available to management, such as their communication with clients or a drop in metrics (which we discuss further in the next point).

Strategy 4: Monitor your employees’ performance over time

Last, but not least, it’s imperative that you use a tool that will help you track and visualize employee performance. If you see a drop in any metrics, for instance, lower scores in customer service evaluation surveys, a longer-than-average time to resolve tickets, or a decrease in the volume of customer calls, this can point to two occurrences:

• A per-employee issue – for example, an employee feeling burnout or a drop in motivation due to the lack of a career path
• A cross-team issue (for instance, a newly implemented process turned out to be counterproductive and needs to be fixed ASAP)

Insights & Reports tools will be a great supplement to your quality monitoring efforts, as no serious issue will go unnoticed.

Summary 

Employee engagement is a factor deeply connected to any organization’s success. Without the right approach towards talent management, your employees will feel unmotivated, detached from your team, and might eventually seek new employment. In order to ensure that these risks don’t come to fruition, you must have an employee engagement strategy in place. Use a solution like Intersoft to track employee engagement rates, collect feedback from your employees, and to support them in their goals.

If you’d like to learn more about how to create your talent engagement strategy, don’t hesitate to reach out! 

Ever heard of a phenomenon called “Paradox of Choice”?

While it is extremely important for us to have the freedom of choice when it comes to the different areas and aspects of our lives, it should not be forgotten that according to our nature, the more we have to choose from, the less happy we will wind up with our choice.

This is the so-called Paradox of Choice.

This phenomenon applies to a wide range of situations, from the ice-cream flavour we choose on a Sunday afternoon stroll, to the communication tool we are using on a daily basis in our work environment.

Now try to think of what happens if you constantly have to make choices from a large number of options.

Today’s business world abounds in tools and solutions, so at the end of the day, we end up being less and less happy with the choices we make when it comes to the tools we are using: one time when you select a ticketing tool, the second time when you are trying to find a reporting tool, then when you have to decide for a customer surveying platform.

Weighing the pros and cons of the different choices take time; once you have made a decision you will most likely be unsure of the choice you made. It’s all but normal!

All these things prevent you from engaging in the activities that actually move your business forward.

Further, working with too many tools and giving your teams a wide range of instruments to manage the different aspects of their work leads to a decrease in productivity and makes collaboration harder.

At first, your people will put a lot of time and effort into understanding how the new tools are working, then even more time will be spent on a regular basis to unite the outputs from the different tools in order to get comprehensive insights.

Sometimes you and your team might even encounter the situation in which the outputs are not compatible, making it impossible for you to obtain unified results.

If you are lucky enough to not have to face any of the above mentioned hurdles, you will most likely have to deal with increased cost due to licensing / operating costs for the multitude of tools, as well as the increased costs as a result of all the time consumed by your employees switching between systems.

Either way, working with too many instruments and apps is not good for you.

While some of them are definitely useful for their intended purpose, having the option to choose one tool with several deliverables is key.

Intersoft provides a business intelligence and performance management tool, following a complete cycle of your customer journey and all its supporting processes:

• Customer survey platform and dashboards
• Organization model as a reflection your organisational structure
• Deep dive analysis module
• Agent monitoring module
• Extensive dashboards

as well as automated task generation and assignment to reduce workload and downtimes.

We are more than happy to give you more insight into our solution and hope to welcome you for a talk!

Introduction

Each and every organization aims at adding value to its stakeholders, including customers and employees. In order for all company departments to serve a common purpose and collaborate effectively, it’s instrumental to monitor the quality of their day-to-day operations. For this purpose, it’s crucial to follow a quality framework that will help you keep track of performance and maintain the right customer standard.

In the following article, we’re going to take a look at what a quality framework is, why it’s important to have one, and how you can establish it at your organization.

What is a quality framework and why it’s important

A quality framework is a set of criteria that defines what “quality” means for every organization. By agreeing on a list of standards and processes, businesses can monitor, identify, and act upon results to improve performance. A quality framework works as the guidelines for continuous quality improvement. 

Why is having a quality assurance framework important?

Quality frameworks are indispensable for continuous development, profitability, and growth. They help secure positive customer experience, streamline processes, ensure transparency, and make sure people can work together effectively.

Flawed processes prevent businesses from growing and reaching their KPIs. How’s it so? Processes are an element deeply embedded in the company DNA, and operational efficiency directly relates to them. Without standards and a detailed analysis of how each process functions at your business, you can’t spot any areas requiring improvement. 

Even a seemingly small flaw can eventually grow into an issue that could hinder your organization’s growth. A great example is a call center where – in order for the client to get their issue resolved – they need to be redirected to a different department or agent. If the agent doesn’t pick up the phone, the client might get frustrated and churn from the business. However, what if the redirection was unnecessary in the first place, as the customer query was simple enough for the first agent to handle? This is just one of the issues you can spot with a quality assurance framework and the right tools to track in place.

Quality frameworks need to be established on a per organization basis. However, there are several quality framework examples and methodologies that will guide you on your way to creating one. Below, we share the Six Sigma DMAIC methodology, which we consider one of the most effective methods.

Quality Framework Examples – Six Sigma & DMAIC

Six Sigma is a quality improvement methodology that revolves around data and statistics. It focuses on eliminating defects in products, processes, and services. It was pioneered in the 1980s by Motorola and Bill Smith, and gained even more popularity after Jack Welch adopted it at General Electric in the 1990s. Currently, hundreds of companies globally use this methodology to conduct business.  

As explained on the Six Sigma Daily website, if this “quality improvement methodology had to be summarized in one word, it would be the acronym DMAIC”.

What does DMAIC mean? 

The acronym stands for the five steps you need to take in your quality improvement efforts. These are: Define, Measure, Analyze, Improve, and Control. We discuss each of these stages in the next section.

DMAIC revolves around the view that bringing your attention not just to the results of a given action, but also the processes that created it, will allow you to enhance your business.

Practical tips to creating your quality framework with DMAIC

Now that we have discussed what Six Sigma and DMAIC are, it’s time to take a look at some practical tips on how to develop your own quality framework.  

Step 1: Define 

The first step is to define the problem you want to address and/or the purpose that has to be achieved – you’ll also have to agree on the process improvement objectives, to be able to measure success. Next, you should identify the team members who will take part in the process.

How to: It’s hard to spot issues without having access to employee and customer data; this can be resolved by running surveys to measure metrics like customer satisfaction, Net Promoter Score or CES. Thanks to the survey results you might, for example, observe a drop in customer sentiment, which could potentially indicate that your churn rate might go up soon. 

Step 2: Measure 

Select the factors which indicate whether the process is correct or incorrect. For instance, think about data points you would choose to decide if your customers are satisfied with the service you provide them with. This stage is all about collecting relevant data and spotting variance – after this, your team will be responsible for reducing variance to the minimum as you want to maintain the right standard. 

How to: Imagine a situation where your customer service representative holds a call with a customer, after which you automatically send out a survey to the customer, asking them how the agent handled the issue. Once again, they receive a poor score. You measure their effectiveness through various touchpoints, including email and chat, and – like in the previous instance – you also send out a survey. However, it turns out that this time, the same agent receives a much higher score. What does it tell you? That their strength lies in written communication, and it might be better for the business to relocate them to email and chat customer support.

Step 3: Analyze 

Verify the results – this should help you identify problematic areas and their causes. Too frequently teams jump into conclusions and propose solutions without properly understanding the root cause of the problem. While the key to success is to verify your hypothesis based on the collected employee and customer data, and then come up with solutions. 

How to: You can use a tool like Intersoft which includes modules like Reports & Dashboards, Data Mining, and Quality Audit Checks to get a better understanding of your data. It will help you learn how you can improve your processes. Intersoft analyzes data effectively, irrespective of its volume – no insights will be left unseen, as opposed to Excel-based workflows. All the insights you acquire will be turned into actionable items, which will come handy in the next step. 

Step 4: Improve

Once you’ve analyzed your results, it’s time to focus on possible improvements. You and your team should brainstorm ways in which you can permanently put an end to the obstacles. 

How to: Create an improvement plan listing all the problems you’ve identified and their proposed solutions. Assign people responsible for tracking and maintaining the new standards. Implement a solution like Intersoft to automatically link analysis to improvement tasks, such as training, coaching, and feedback. This will make it easier for the team to manage the improvement process.

Step 5: Control

Last, but not least, you should have a method of controlling whether the changes are now part of your new processes and standards across the entire organization. For this purpose, you will need to use a reporting tool. Among others, you’ll be able to spot which employees are underperforming, and which processes still require improvement.

How to: Use a solution that lets you access and visualize all data pertaining to customer communication and employee performance. In Intersoft’s reports & dashboarding tool, evaluation results are visualized in simple graphs so that it’s easier for you to derive insights and further improve your quality standards.

Summary

An important element of each business’ success lies in the quality standards it offers to its customers. One of the best ways of ensuring your customer-facing teams are at the top of their performance is through following the DMAIC methodology. It allows you to define, measure, and analyze your data, as well as implement improvement and the right quality assurance and control processes.

If you’d like to implement DMAIC for your business, IntersoftQMS is the right choice! 

It serves as a complete quality management product suite that will help you create and implement your customer experience programs, as well as conduct customer surveys, quality assessments, and data mining. IntersoftQMS integrates with leading software such as Salesforce, Cisco, and JIRA, which allows you to use insights from other tools when you work on your quality management.

Our experts will be happy to give you a helping hand and advise you on the best direction for your quality framework – don’t hesitate to reach out!