10 Myths of Contact Center Surveying Revealed Webinar

10 Myths of Contact Center Surveying Revealed Webinar

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It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager.

10 Myths of Contact Center Surveying Revealed webinarIt’s crazy to think about how the explosion of the internet, and all of the good that has been done, has also created an explosion in the spread of wrong information. I have written several hundred articles and recorded over a hundred videos on things in the contact center industry but it isn’t enough to overcome the amount of myth spread. Thank goodness I am able to quickly recover and remember the story of David and Goliath. In this webinar Goliath is the Myth Monster.

This webinar is closely linked with the ebook and self-assessment 25 Mistakes to Avoid with Post-call IVR Surveying. The information in the webinar helps to bring many of the self-assessment questions to life by giving deeper context into what and why you need and should avoid certain elements in your contact center surveying.

I look forward to you joining me on this 30-minute webinar. It’s being offered several times a week and so I am certain you can find a time that fits your schedule. And please ask questions!

Check out the full press release below, and let me know if you have any questions.

10 Myths of Contact Center Surveying Revealed in Webinar for the Contact Center Industry

This crazy Myth Monster has been spreading false information about how to survey in contact centers and must be stopped.

Customer Relationship Metrics, L.C., the inventors of post-call IVR surveys in contact centers, announced today that it will deliver a FREE webinar to educate the industry to debunk many of the inaccurate but common practices  in surveying and measuring satisfaction with Agents, the Contact Center, and the Company.

The demand for Voice of the Customer solutions is at an all-time high. Capturing and analyzing customer feedback has become a minimum requirement in the contact center industry. The highest performing contact centers go beyond merely capturing and analyzing data to applying the findings. To prevent taking the wrong action, skill and expertise has to become a primary focus. A key barrier to implementing the best action is the large amount of inaccurate information that has been spread over the past decade.

To Register: http://www.metrics.net/mos

“I find myself repeating some of the same warnings that I did more than twenty years ago,” said Dr. Jodie Monger, President of Customer Relationship Metrics. “Unfortunately there are more voices spreading inaccurate information at a faster pace, but this will not defeat what’s right.”

About Customer Relationship Metrics, L.C.

Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, is a Voice of the Customer managed solutions firm that creates and operates survey research for the contact center industry.  Customer Relationship Metrics was founded in 1993 and is a certified woman-owned business.  Its President, Dr. Jodie Monger, was the founding Associate Director of Purdue University’s Center for Customer-Driven Quality.

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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  • Jeanne Landau

    “The highest performing contact centers go beyond merely capturing and analyzing data to applying the findings.”

    This is an extremely important point. There’s no point in paying for a software or solution that will give you lots of great data to analyze if you aren’t actively putting it to use.

    • Jeanne,

      I would say we spend our most important time with clients on this very point. I hear many folks looking for support saying, “I have all of this data and I don’t know what to do with it.” It is an ever growing problem.