Published: February 20, 2012 | Comments
When is comes to tracking and analyzing customer satisfaction survey results, many contact centers do not have a formal process. In a recent ICMI Quick Poll 45% of those who responded currently have a formal process in place. However, more than half of poll respondents replied that their contact centers did not. 32% said that no formal process for analysis was in place and 23% said that while no formal process was in place, they were working toward creating one.