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.
Using biased post-call survey results is highly dangerous as operational and call center agent decisions will be based on flawed information. The following are some of the common pitfalls you may not have considered with your call center survey. Biases and errors can arise from a variety of sources. Authors of literature on research methods [...]