profile

CX Passport

That’s a Pretty Long Call for a Wrong Number

Published 3 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

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...

1 day ago • 1 min read

You’ll feel it when it’s missing Hi there, I drive a 2001 Silverado pickup. Yup...that's right. It's older than my kids and only 6 months younger than my marriage. 25 years and going strong! A few years ago, before I finally replaced the shocks, every bump in the road rattled my spine. Every pothole felt personal. That’s exactly how it feels working in a company without a strong culture. “Culture… is the shock absorber for really difficult times that push people through their limits” - Eric...

15 days ago • 1 min read

Coaching just got a whole lot more scalable Hi there, We all say coaching matters. But most contact centers only review 1–3% of calls. Not because they don’t want to do more—but because they can’t. Fred Stacey sees a way forward. And yes, it involves AI. “Typically, you're at a one to 15 ratio, where one supervisor to 15 [agents]… The first thing that [AI] does is it scales it to 100%.” On CX Passport, Fred talks about AI not as a buzzword—but as a tool that can finally help CX leaders do the...

about 1 month ago • 1 min read