Presented By: Jim Rembach, SVP, Customer Relationship Metrics
On Demand 15 Minute Webcast Available September 28th
Most often in a contact center there is a significant misalignment between Internal Quality Monitoring scores and the customers’ perception of service. Many Internal Quality Monitoring programs are constructed in a manner that generates conflict. By creating programs that complement each other the outcome can be far greater than each program in isolation.
During this session you will learn:
--How EQM differs from mere surveys, including ROI
--What types of actions your organization could take as a result of real-time surveys
--How CATs (Completely Automated Telephone surveys) and IVR's differ when using them for research
--360QM to measure customer satisfaction not simply by new metrics, but by a real measure – the customer