Contact Center Solutions Featured Article

Webinar: Developing Superior Satisfaction Surveys for Contact Centers

May 30, 2008

For many businesses, traditional key performance indicators – such as agent productivity measurements and the quality levels of interactions – are no longer enough to measure the success of enterprise contact centers.
More and more, contact center executives are relying on satisfaction surveys and customer perception data. But those surveys often return misleading results because they’re developed without a solid methodology, and their results can’t be taken seriously because no one knows how accurate they are, business leaders say.

A free Webinar at 2 p.m. EDT on Tuesday, June 17 has been scheduled to help businesses develop superior satisfaction surveys, and easily integrate their methodology with a post-call survey solution tied to an IP system.
Register here for “Harnessing Loyalty-producing Customer Feedback using your IP Communication Solution,” hosted by Interactive Intelligence and CFI Group North America, and moderated by ContactCenterSolutions.
The educational Webinar will touch on which IP contact center products help businesses effectively home in on meaningful customer feedback, and topics will include how to: improve agent performance and customer retention; recover lost customers; innovate ahead of the competition; and identify market trends. The Webinar will include a question-and-answer session.
Presenters will focus on an IP business communications-supported survey approach that highlights the causal relationship between the customer’s voice and financial results.
Presenters include: Brad Herrington, solutions marketing manager at Interactive Intelligence; Philip Doriot, program director and partner, CFI Group North America; and moderator Tim Gray, Web editor at ContactCenterSolutions.
Michael Dinan is a TMCNet Editor. To read more of his articles, please visit his columnist page.
Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse.