10 Myths of Contact Center Surveying Revealed in Webinar for the Contact Center Industry

STERLING, Va. - March 11, 2015 - PRLog -- Customer Relationship Metrics, L.C., the inventors of post-call IVR surveys in contact centers, announced today that it will deliver a FREE webinar to educate the industry to debunk many of the inaccurate but common practices  in surveying and measuring satisfaction with Agents, the Contact Center, and the Company. The webinar is offered over severals dates and times.

The demand for Voice of the Customer solutions is at an all-time high. Capturing and analyzing customer feedback has become a minimum requirement in the contact center industry. The highest performing contact centers go beyond merely capturing and analyzing data to applying the findings. To prevent taking the wrong action, skill and expertise has to become a primary focus. A key barrier to implementing the best action is the large amount of inaccurate information that has been spread over the past decade.

“I find myself repeating some of the same warnings that I did more than twenty years ago,” said Dr. Jodie Monger, President of Customer Relationship Metrics. “Unfortunately there are more voices spreading inaccurate information at a faster pace, but this will not defeat what’s right.”

About Customer Relationship Metrics, L.C.

Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, is a Voice of the Customer managed solutions firm that creates and operates survey research for the contact center industry.  Customer Relationship Metrics was founded in 1993 and is a certified woman-owned business.  Its President, Dr. Jodie Monger, was the founding Associate Director of Purdue University’s Center for Customer-Driven Quality. More Resources: http://www.metrics.net/resource-library/

To register: http://www.metrics.net/mos