Contact Centers: Calibrate! Calibrate! Calibrate!

Apply the same technique to e-mails and chat transcripts. A consistent customer experience, regardless of the method of shopping, is crucial to customer retention. Aleta Childress, contact center director at the Crutchfield consumer electronics catalog, suggests using the same form for all contact types (phone, e-mail and chat). “Just because the method of contact is different doesn’t mean the expectation of the experience is different,” Childress says. Holding these sessions weekly for about an hour should suffice.