Presented By: Jim Rembach, SVP, Customer Relationship Metrics
Date:On Demand 15 Minute Webcast Available August 30th
The benefits Post-call IVR surveys far outweigh traditional methods of collecting customer feedback for contact centers. Access to immediate customer feedback and receiving real-time time alerts of service failures are only a few of the many benefits that can be experienced. Unfortunately, misunderstandings and the lack of research knowledge are preventing many from receiving the 100% plus ROIs that can be experienced.
During this session you will learn:
--Scientific proof that live interviews should not be used to measure the contact center experience
--How to create scorecards from surveys that are fair and trusted
--The hidden costs others fail to tell you about
--How anybody can collect data and run statistical models, avoiding garbage-in garbage-out