Videos on Contact Center Surveying

Videos on Contact Center Surveying

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Videos contact center quality assurance resources This gallery includes numerous videos on contact center surveying (also check out the Contact Center Quality gallery). Over the past several decades we have discovered many truths and disputed many falsehoods about contact center surveying and we share several findings and myth busting in the videos in this gallery. Most all of these video are less than 7-minutes in length and cover a range of topics that cover buy-in, survey scales, survey questions, survey reporting, data integrity, legal risk, and several success tips.

Please support our university-founding and share this resource openly so we can rid the world of Survey Malpractice. Use touch or your mouse to scroll the various subjects. You will find additional resources in our Contact Center Resource Library.

Contact Center Surveying was invented here

Customer Relationship Metrics invented surveying in contact centers in the early 1990’s using hosted systems. Until then surveying in contact centers was conducted sporadically and was conducted manually. When the process was automated and developed outside of the IT infrastructure the impact of surveying in the contact center could finally be realized.

cta-complimentray-consultationSince then, many software developers have attempted to replicate the scientific-based studies designed by Customer Relationship Metrics, but the path of quantity over quality and data-integrity is not the path we have elected to take. There is a balance necessary. Trust, faith, motivation, encouragement, and integrity are the principles you will find in these tutorials. If you would like further clarity on any points made, call me at 336-288-8226.

Sincere Regards,

Jim Rembach
SVP  
 

The videos were developed for the ebook and self-assessment 25 Mistakes to Avoid with Post-call IVR Surveying. Get your copy in our resource library.

Contact center surveying best practices

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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  • mary joan

    Nice! thanks a lot for posting this.

  • Kattia Bolanos

    Great video Jim!

  • Thanks Kattia.