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...
View ArticleAre 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....
View ArticleDo 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...
View ArticleWhy 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...
View ArticleWhy you need skip patterns in your contact center surveys
“Is your post-call IVR survey missing conditional skip patterns?” is one of the questions that are included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The effort...
View ArticleHow to know when survey participants request to be called back?
“Are you unaware of a survey participant’s request to be called back?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The...
View ArticleLook Beyond What You See with Surveys
Originally published on ICMI. “Look beyond what you see.” When I hear this phrase, I visualize Disney’s The Lion King 1½ when Timon receives sage advice from Rafiki about how he can find Hakuna Matata;...
View ArticleSurvey Questions that Suck
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. You’ve heard that “communication is a lost art form” and can test that theory...
View ArticleHow to get agent scorecards with coachable data from surveys
“Are you missing agent scorecards with coachable data in your post-call IVR survey program?” is one of the questions that were posed in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and...
View ArticleAvoid the Hazards within the Quality Process
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Do you remember when your school teachers broke the class into groups for a...
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