Measuring Customer Experience: Post-call surveys are great tools
Fifth Quadrant and AusContact have very generously provided Great Outcomes with their latest benchmark results about survey usage in Australian contact centres. 143 contact centres were surveyed and yet a significant proportion do not have a post-call survey in place. Creating and launching a survey tool is relatively easy. Great Outcomes Director Giles Potter outlines the many ways you can benefit from having a survey in place to measure Customer Experience.
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