Customer Relationship Metrics
MAY 8, 2017
Categorical scales must be repeated multiple times to insure the correct application by the respondent, thereby limiting the effectiveness of the approach in the post-call IVR survey methodology where the goal is to quickly collect responses to as many research variables as will be acceptable. How will the survey results be used?
Vistio
JUNE 29, 2021
You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations. ” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?”
Connecting the Dots
APRIL 21, 2017
Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. But yes, those are featured criteria in many call quality evaluations or IVR surveys, which now are really, really prevalent.
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