Surveying Customers in the Contact Center
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Overview: Surveying customers that contact the contact center is transactional in nature and includes a strong human element. Because contact centers are driven by people and transactions, using a traditional research methodology has a negative impact on customers and employees, and leads to inadequate and inaccurate data. It explains the value of surveying customers, its role, and the impact in the contact center. It explains the difference between research surveys and transactional surveys, and outlines the associated strengths and weaknesses of each approach.