Surveys Scales

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Gaining control of your contact center surveys

The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it feels like on the morning of an important test? A final exam? Or a presentation for that huge project? I remember very clearly the moments before my dissertation defense, thinking how [...]

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 [...]