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Vice President, Global Service Delivery
Director | Program/Project Mgr | Contact Center & Operations Expert Consultant
Director Contact Center Operations
Getting More Out Of Technology
In a recent poll on ContactCenterWorld.com we found that a high number of corporations claim to measure customer satisfaction, yet few do it at point of contact. Here’s a simple idea that will help you get more out of your IVR and measure satisfaction at point of contact. Just set up the IVR so that after your agent has completed a call, they can offer callers the chance to complete a simple satisfaction survey. Then set up the IVR so that callers can be transferred to a 3 or 4 question survey, which prompts callers to input scores using their keypad. Not only do you get survey results at the point of contact, but also you get it real time and at little cost!