Customer Satisfaction Surveying, 2-Part Web Seminar Series, Part 1: How to Design Surveys for Maximum ROI

For most contact centers, customer satisfaction is king. However, many centers do not adequately understand how to measure this key indicator effectively. Think of the many decisions that your organization makes based on its customer satisfaction ratings. Instead of simply measuring customer satisfaction the “way we always have”, think about the last time you received training on how to do that most efficiently and effectively for your organization.

Now is your chance to understand the science behind customer satisfaction surveying. The first part of this series will look at the how-to behind sound surveying so that you can have confidence in the results and choose the right methodologies for your contact center.

Teamed up with Customer Relationship Metrics to give you guidance on:

• Data collection methods that work for the Contact Center and those that do not
• Biases to consider when implementing your customer surveying program
• How to construct and write the proper survey for your organization
• The selection of the right sample
• Measuring First Contact Resolution the right way
• Using surveying to measure and improve agent performance

Register today and, in two short hours, you’ll be equipped to make better decisions about how your organization conducts its customer satisfaction surveying.

Value added materials

• Printable Slide Presentation
• Sample Size Calculation
• "Do Your Customers Help Drive Service?"
• "Focusing on First-Call Resolution"

Who should attend?

Vice presidents, directors, managers and analysts who are responsible for customer satisfaction surveying in the call center. The material in this seminar is at an intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00

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