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Most contact center leaders agree that Customer Satisfaction surveys (CSAT surveys) are a powerful tool for capturing the voice of the customer. The trick: how do you design the surveys effectively and compel customers to complete them?
This week we dedicated our #ICMIchat to customer surveys. Read the recap below for advice on encouraging customers to take surveys, guidance on the perfect length, and advice for best utilizing survey results.
Join us again next Tuesday (1pm ET) for a chat on training in the contact center.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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