Customer Satisfaction Measurement/Management

An important part of any successful customer satisfaction program is the actual form used to gather data to measure call center performance and overall customer satisfaction and loyalty. Call Center Sample Customer Satisfaction Forms provides call center professionals with an array of "real" examples of surveys currently used in a wide array of enterprises today. Included you’ll find phone surveys, email/Web surveys, postal mail surveys and surveys delivered as newsletter inserts, handouts and by fax. To get the most from these examples of customer satisfaction forms, a number of articles included from Call Center Management Review will help you not only evaluate your own customer satisfaction practices, but design the best type of loyalty program for your particular call center and business goals.

60-plus pages; 32 forms. (Warning: Large file size >6 mb.)

A convenient, portable reference of terms. At 3.5 by 5 inches, the book is small enough to fit in a busy manager's pocket, yet it's packed with industry acronyms and concise definitions of more than 500 call center industry terms.

148 pages.

Anyone who has ever been tasked with gathering and analyzing customer data has no doubt felt the pain associated with the magnitude of that responsibility—especially when you’re asked to take action without having believable customer intelligence.

Relax. The doctors are here to ease your pain. In Survey Pain Relief, Dr. Jodie Monger and Dr. Debra Perkins offer an insightful, user-friendly overview of the science of research, dispel common misconceptions about the validity of widely publicized research methods, explain the sources and risks of “survey malpractice” and how to avoid it, and reveal how to transform customer insights into action by offering concrete examples of how to properly conduct survey research that will yield valid, interpretable results that can be communicated to executives, operations management, supervisors and frontline staff—and save billions!

To become customer-centric, the entire enterprise needs to be aware of and respond to what’s important to customers. To make this transformation, enterprises need to vastly improve their employees’ skills, knowledge and business instincts, as well as build new processes developed from an outside-in perspective. This is the province of workforce optimization.

Customer Centricity through Workforce Optimization offers contact center managers a detailed roadmap for transforming the workplace through workforce optimization. Whether you’re new to contact centers or an industry veteran, you’ll learn key concepts that will help you to take your center to the next level of performance and get the most out of your most valuable resource — your people.