25 Mistakes you can avoid with post-call IVR surveying

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25 Mistakes you can avoid with post-call IVR surveying

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What if you knew about the mistakes to avoid with a post-call IVR survey program in your contact center? Would you use them?

Academics tell us, one of the reasons we learn about history, is so we learn from it and do not repeat it. Obviously this does not apply to fashion where they say, “Everything old is new again.” Even contact centers in the fashion industry should not follow that logic when they are planning or fixing their post- call IVR surveying program in their contact centers. You too are better to follow the academic logic.

So here is your opportunity to leverage what academics have learned about post-call IVR surveying in contact centers with the self-assessment and ebook 25 Post-call IVR Survey Mistakes to Avoid.

26-contact-center-surveying-free-videos-registerAs you know, just repeating what others may have tried can be very painful and block you from getting the things you want. A bad post-call IVR survey program has been known to create a lot of personal and company stress and disagreement. With the insights in this ebook, you can prevent that from occurring. You can save yourself and others a lot of pain…and it’s free. You won’t even need to register, so share it with your industry contacts without fear.

The self-assessment and ebook has been compiled from the research of Dr. Jodie Monger, the inventor of post-call IVR surveys for the call centers. Within this priceless ebook you’ll find 7 Post-Call IVR Survey Rules to Live By and 26 self-assessment questions to help you identify things that cause outcomes you don’t want in your contact center and your company.

After you download this ebook you will learn from the case study mistakes of others so you don’t repeat them yourself. I guarantee this ebook will help you avoid the bad practices that are being repeated by benchmarking the post-call IVR survey programs in other contact centers. Don’t allow others to lead you to believe that common post-call IVR surveying practices are the best post-call IVR surveying best practices.

For example, would you believe it, if I told you that a 5-point scale is a horrible scale to use with post-call IVR surveys? You can find out why in this ebook. Would you also believe it if I told you that there are at least 26 bad practices that are common practices people are repeating that we have identified? You can get access to all 26 in this ebook.

n this free ebook and assessment, you will get the opportunity to learn from almost 20 years of IVR post-call surveying experience. You will learn from the mistakes of others so you will not have to repeat them yourself. You can be more successful with these insights and avoid the risks of post-call IVR survey failure.

You will learn why Survey Calibration was invented and what it means for executive and employee buy-in.

You will get an academics look into the factors that contribute to successful contact center performance improvements that are assisted with customer-directed insights and customer experience analytics. You will learn how to leverage customer feedback to increase sales, decrease operating costs, and improve your social media sentiment.

You will be better prepared to improve and implement a post-call IVR survey program by completing the post-call IVR surveying mistakes self-assessment contained in the ebook. The assessment is simple and easy to complete and provides you with an effective way to identify the areas necessary to avoid and what to include in your post-call IVR surveying program.

The assessment has been created in a very simple Yes/No format that takes less than ten minutes to complete. Completing the assessment expands your ability to implement contact center surveying best practices.

This ebook debunks several commonly held beliefs about post-call IVR surveying in contact centers. In this ebook you get answers to the following questions (and more):

  • How long should a post-call IVR survey be?
  • How do you create and improve executive and contact center agent buy-in?
  • What are the key must-have items that are most often overlooked with post-call IVR survey programs?
  • What do I need to know about post-call IVR surveying that only the most experienced experts have learned?

This ebook is the most comprehensive self-assessment of the rapidly growing post-call IVR surveying market…get your complimentary copy now.

download-now350In addition to this case study an self-assessment, get more contact center best practices in our open-access Resource Library. If you want more, take advantage of our complimentary voice of the customer assessment.

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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By | 2016-12-05T15:14:54+00:00 February 21st, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments