IVR Post-call Surveys

/IVR Post-call Surveys

Collecting customer feedback scores and comments immediately after a contact center interaction takes place. Invented by us in the early 1990s to measure the customer experience. We design & manage post-call survey programs.

Why you need real-time alerts when a customer’s problem is unresolved

“Are you missing the ability to receive a real-time alert when the customer states their problem is still not resolved?” is one of many questions that is included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The purpose of the eBook and self-assessment diagnostic questions is to help others leverage [...]

By | 2016-12-05T15:14:46+00:00 September 4th, 2013|IVR Post-call Surveys|1 Comment

Do all of your customers receive the same survey?

“Do all of your customers receive the same survey?” is one of many questions that is included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. Constructing the eBook and self-assessment diagnostic questions was due to an unyielding passion and purpose. The purpose is to help others leverage customer insights to [...]

By | 2016-12-05T15:14:46+00:00 August 30th, 2013|Customer Experience, IVR Post-call Surveys|0 Comments

Are real-time alerts missing from your Contact Center survey program?

“Are real-time service recovery alerts missing from your post-call IVR survey program?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment diagnostic questions were created to assist in avoiding common pitfalls to customer experience measurement programs. Since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:46+00:00 July 31st, 2013|IVR Post-call Surveys|0 Comments

What to do when your post-call IVR survey links scores to the wrong agent?

“Does the IVR survey link scores to the first agent spoken to if the caller spoke to more than one agent?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The design of a customer experience measurement program can too easily become fraught with pitfalls. [...]

By | 2016-12-05T15:14:46+00:00 July 25th, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Is your contact center survey primarily used for agent performance measurement?

“Is the information you collect primarily used for contact center agent performance measurement?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The questions are an accumulation of more than 20 years of experience designing and operating post-call IVR survey programs in contact centers.  Many [...]

Do you have reasons that cause you to throw out surveys?

“Do you have a list of reasons that cause you to throw out surveys?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. There are many barriers to success for your customer experience measurement program and it’s helpful to avoid the common things we have [...]

Is building a survey core competency a good idea?

“Do you think building another core competency such as surveying is a good idea?” is a self-assessment question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. Since inventing post-call IVR surveying for contact centers over 20 years ago, we have seen many examples of program plans that [...]

Is the Marketing Department your call center survey support group?

“Is the Marketing Department your call center survey support group?” is one of the self- assessment items in the 25 Mistakes to Avoid with Post-call IVR Surveys. This eBook consists of items designed to highlight attributes that are barriers to a successful customer experience measurement program. Take advantage of our knowledge and experience accumulated over [...]

Does your survey process protect agents from vulgar customer comments?

“Did you fail to put in a process that prevents agents from receiving vulgar and obscene comments?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment located in our resource library for contact center leaders. Take advantage of our knowledge and experience accumulated over the [...]

What scale should I use for my customer satisfaction surveys?

When selecting the best customer satisfaction survey scale to use, the decision should be driven by several key points: What is the methodology for the measurement project? What is the intended use for the results? What are the best analytics to accurately interpret the results? What is the methodology for the customer experience measurement project? The research [...]

Does your survey only have questions about agent performance?

“Do you only have questions about agent performance?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions that will help you to identify any of the many problems I have come across since inventing post-call IVR surveying in [...]

Do you block or filter customers from participating in your surveys?

“Do you block or filter customers from participating?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions so you can evaluate your current program with many of the problems I have come across since inventing post-call IVR surveying [...]

By | 2016-12-05T15:14:47+00:00 May 23rd, 2013|IVR Post-call Surveys, Voice of the Customer|0 Comments

Have you failed to implement the Survey Calibration process?

“Have you failed to implement the Survey Calibration process?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to examine your post-call IVR survey program against the many problems I have come across since inventing it [...]

Will automating the transfer to post-call IVR surveys prevent agents from cheating?

“Do you agree automating the process for callers to participate in post-call IVR surveys will prevent agents from cheating?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to uncover problems in your program that I [...]

By | 2016-12-05T15:14:48+00:00 May 2nd, 2013|FCR, IVR Post-call Surveys|0 Comments

Why isn’t your customer experience program a top priority?

You probably made your customer experience program a top priority five short months ago when you sat down to make your New Year’s resolutions for your contact centers. Let’s do a gut check…did the priority to better your customer experience program fall by the way side just like your resolution of a smaller waistline? I’m [...]

Are you afraid contact center agents will try to cheat your survey process?

“Are you terrified that agents will try to cheat the process?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment includes one bonus question so you actually get 26. After 20 years experience designing and operating post-call IVR survey programs in [...]

Does your data collection system prevent conditional branching?

“Does your data collection system prevent conditional branching?” is one of the questions in the eBook and self-assessment 25 Mistakes to Avoid with Post-call IVR Surveys, the compilation of the mistakes I have seen in the twenty years since inventing the post-call IVR survey methodology for contact centers. Take the self-assessment to determine where your [...]

Do you think it’s a good idea to transfer upset customers from the survey to supervisors?

“Do you think it’s a good idea to transfer upset customers from the survey to supervisors?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to uncover weaknesses in your post-call IVR survey program or implement [...]

Why contact center leaders feel like punching bags and how to fight back

Contact centers are staffed with nice people who easily become punching bags. These people are ready and willing to answer questions and serve internal (in addition to external) customer needs. If you say jump, these kind contact center agents simply ask, how high? It is becoming more widely accepted that the contact center is the [...]

Do you think any survey is better than no survey?

“Do you think any survey is better than no survey?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment includes a bonus so you actually get 26 questions. The questions are an accumulation of more than 20 years of experience designing [...]