Customer experience management: Can you trust what post-call surveys are telling you?

By |May 26th, 2014|

Post-call surveys are an essential part of the call centre manager’s toolkit — but, asks Bruce von Maltitz of 1Stream, can companies trust what the surveys are telling them?

“Based on after-call surveys, many companies are far too complacent about how well they’re serving their customers,” says von Maltitz. “A survey is only as good as