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Free ebook: 25 Post-call IVR Surveying Mistakes to Avoid with Self-Assessment

Post-call surveying in contact centers is growing rapidly, despite so many people that have opinions based on feelings instead of facts. Get this ebook and learn from the academic inventors and get best practices that work. Includes self-assessment.

 
 
Dr. Jodie Monger: Inventor of Post-call IVR Surveying in Contact Centers
Dr. Jodie Monger: Inventor of Post-call IVR Surveying in Contact Centers
PRLog - Jan. 22, 2013 - Customer Relationship Metrics, L.C., released a free post-call IVR surveying ebook and self-assessment with 25 questions to assist organizations in identifying the issues that lead to poor and under-performing contact center surveying practices.

Free access and no registration is required:

http://metrics.net/analytics/25-mistakes-avoid-post-call-...

Today, less than 1% of companies have implemented a post-call IVR survey program that is considered to be adequate (not even high-performing).  The companies that have implemented adequate programs have experienced a high return on investment, and the returns could be significantly higher. Post-call IVR survey programs have been proven to deliver customer experience analytics and business intelligence that contribute to more (and better) customer-centric business process improvement. The capabilities of post-call IVR survey programs can extend well beyond just measuring contact center agent performance with proper know-how. Voice of the customer programs that include post-call IVR survey programs greatly benefit from the real-time aspects of collecting and interpreting customer perceptions and customer behaviors. Many companies have tried and failed to implement post-call IVR survey programs because of the mass amounts of mis-information and lack of expertise.  

To take advantage of the opportunities and benefits that post-call IVR surveying can deliver companies need to quickly become much more savvy in what constitutes best practices. Consumers have more control of sharing poor customer service experiences using social media platforms in real-time and companies can no longer neglect the real-time perceptions and feelings of customers in their voice of the customer programs. Waiting to understand what customers think and feel about your service delivery is an invitation for getting blasted and shamed on social media platforms.

In this ebook, Dr. Jodie Monger, CEO and President of Customer Relationship Metrics, provides insight into the mis-information that causes low performing and failed post-call IVR survey programs. The customer experience and voice of the customer programs can become more healthy by leveraging the insights inside.  

“Contact centers and companies would greatly benefit if they just knew the difference between putting questions together and programming technology and what really works with post-call IVR surveying.” said Dr. Monger.

This outcome is vastly different between those that are knowing and those that think they know. The ebook and self-assessment is a result of over 20 years of designing and operating post-call IVR survey programs for contact centers by Dr. Jodie Monger. This ebook highlights best practices in post-call IVR surveying, as well as common errors that are best avoided.

“Companies are being faced with customers that have more power and influence on what others think about their brand. While some really don't care what customers think, those that do, can uniquely benefit from doing post-call IVR surveying the right way,” said Jim Rembach, Chief Spokesman for Customer Relationship Metrics, “It’s really an issue of businesses are being mis-lead (on what's right) and they do not even realize it.”

The ebook 25 Post-call IVR Surveying Mistakes to Avoid ebook with Self-Assessment is also included in the Customer Experience Resource Library for Contact Centers:  http://www.metrics.net/resource-library/

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Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, provides managed post-call IVR survey programs and contact center analytics advisory services. Customer Relationship Metrics' business intelligence solutions deliver full turnkey Customer Experience Analytics, Speech Analytics, Social Media Analytics, Text Analytics, and Operational Analytics programs that transform structured and unstructured data into actionable business intelligence. Customer Relationship Metrics uses SaaS data collection and reporting tools combined with academic expertise to significantly lower the in-house total cost of ownership and skilled personnel gap. Founded in 1993, its CEO, Dr. Jodie Monger, invented post-call IVR surveying that is part of the award-winning External Quality Monitoring Program (EQM™) and its proprietary Survey Calibration Process that transcribes customer comments and uses them for analysis and dispositioning data as needed. She was the founding Associate Director of Purdue University's Center for Customer-Driven Quality. They are also a Founding Member of the Customer Experience Professionals Association (CXPA). Learn more: http://www.metrics.net or call 336-288-8226.

Photo:
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Source:Customer Relationship Metrics
Phone:336-288-8226
Zip:20164
City/Town:Sterling - Virginia - United States
Industry:Services, Technology
Tags:post-call IVR surveys, contact center, process improvement, mistakes to avoid
Last Updated:Jan 22, 2013
Shortcut:prlog.org/12064206
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