Contact Center Geek

What Comes Before "The One Number You Need To Grow"

September 09, 2018 by Andrew Gilliam in processes

Guest post from Andrew Gilliam - About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction.

Customer Survey Lessons

October 10, 2017 by Matt Beckwith in processes

The real punishment I put myself through however, is taking surveys. Although I’m not able to take one every day, I actively seek out opportunities to take them and have completed hundreds over the past several years. I have also worked for some companies where I have learned a great deal about customer feedback programs.