A Practical Guide to Measuring Customer Satisfaction in the Contact Center

Interactive Intelligence

Abstract:

"Call centers have become obsessed with customer satisfaction. Unfortunately, not all of them know how to measure it." That assessment came from Greg Levin of the International Customer Management Institute more than two years ago1, and it's alarming how many call centers and contact centers still don’t know how to effectively measure satisfaction and improve it on a continuous basis - especially in an economy where customer approval is beyond paramount.

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