Presented By: Brian Spraetz, NICE Systems
Date: On Demand Available March 14th
Most organizations understand the importance of obtaining feedback to gain a true perspective of how well they meet their customers’ expectations. However, interpreting survey results and using that knowledge effectively is often difficult. Doing this successfully requires a deeper understanding of the context in which a customer’s responses were given. Using real-world examples this session examines how an integrated customer feedback/quality management system provides this insight, and how that can be used to affect real improvement.
In this session we explore:
- The pros and cons of different customer feedback solutions
- How to gain a fuller understanding of the fundamental reasons behind responses
- Methods to ensure agent performance aligns with customer expectations
- The ultimate source of customer feedback – call recordings