When Customers and Agents Make ""Noise"" From Surveying and How to Fix It
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Overview: Most people in contact centers anxiously await Customer Metrics because it is the validation of their existence. Unfortunately too many assume, without questioning, that the results are reliable. Without questioning, a person is likely to accept this information and make important decisions based on incorrect information. Voice of the Customer (VOC) results is no different than any other type of research. There are biases and error which impact the accuracy of the reporting. This management error puts everyone that uses this data at risk. For this education and analysis, this white paper focuses on VOC being captured by real-time surveys.