profile

CX Passport

That’s a Pretty Long Call for a Wrong Number

Published 4 months ago • 1 min read

That’s a Pretty Long Call for a Wrong Number

Hi

What happens when your data tells one story, but reality says something different?

On this week’s CX Passport, Ian Storm, from episode sponsor Aspect Software, tells a story about spotting something a little odd in the call logs:

“You dispositioned it as a wrong number, but it looks like you talked to somebody. That's a pretty good conversation for a wrong number, yeah. What’d y’all talk about?”​

In the episode, Ian talks about how flawed call dispositions revealed something deeper.

A slightly snarky observation helped unlock better data integrity, better customer insights, and ultimately, better outcomes.

We talk a lot about listening to customers, especially by looking at our data, but what if our systems don’t have the right story?

That’s what Ian uncovered when he noticed agents often marked calls as “wrong numbers” and that same call showed a good little 5 minute chat.

The CX tech was fine. The data was flowing. But the story it told? Completely off.

This wasn’t just a logging issue. It reflected a process gap, a training opportunity, and a broader need to actually pay attention to what’s happening, not just what the system says is happening.

Your Turn:

When has the misapplication of tech told you the wrong story? How did you get things back to the truth?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧

Bring CX Passport Live to Your Event!

Excite your attendees, celebrate high value customers, increase conversion, create revenue

Hello?…Is it me you’re looking for?

Let's talk. Sometimes the only way to know if we're the right traveling party is to talk. Grab a time that works for you.

I love Kit and think you will as well. Want to upgrade your newsletter AND help out CX Passport?

Make the change to Kit like I did: https://partners.kit.com/cxpassport​

5717 Legacy Drive, Suite 250, Plano, TX 75024
​Unsubscribe · Preferences​

​

CX Passport

​​​A better use of 10 minutes than Googling ‘how to improve customer retention’​​

Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)

Read more from CX Passport

CX doesn’t beg for a seat at the table... it earns it Hi Reader We talk a lot in customer experience about wanting “a seat at the table.” But Kate Guenther didn’t wait around for an invitation. She brought results. “I've seen us reduce fraud, deliver product insights, boost conversion. I mean, those three alone get you a seat at the table in the room.” In this episode of CX Passport, Kate shows what it looks like when CX leaders speak the language of the business. Not NPS. But revenue, risk,...

8 days ago • 1 min read

It’s invisible... until it isn’t. Hi Reader What if you could see trust slipping away while an experience was still happening... and do something about it before it was too late? Tim McCleary says you can. “We can now actually use science to...show the impact... we can measure [trust] during an experience that we're delivering, and if we see trust is waning, we can change in real time to bring it back up again.” In this episode of CX Passport, Tim shares how trust isn’t just a soft concept....

22 days ago • 1 min read

Don't Waste The Map Hi Reader It’s easy to fall in love with the artifacts of customer experience. The journey maps. The personas. The beautiful decks. But if those don’t lead to action? They’re just decoration. “The worst thing anyone can do is show up out of nowhere and say, here's a journey map. What are we going to do about it?” In this episode of CX Passport, Dave Seaton reminds us that customer experience work isn’t about insights... it’s about outcomes. And for those outcomes to...

about 1 month ago • 1 min read