Survey Scores Don’t Reveal Success in Contact Center Practices

October 29, 2018 / GuidesFor Team

If one wants to measure success, survey scores typically become the basis. For many, survey results serve as a motivation to do better in the field, but these scores do not necessarily represent what is most important in an organization. Research firms told Forbes that surveys provide a bird’s eye view of how well the business is doing, but it could be just numbers.

The problem with survey scores is that it puts companies into certain brackets. If the numbers are average, it gives a false assumption that the people are not performing their best even when they do. While it is important to listen to what the customers say by way of surveys, it is crucial to ignore and focus on what matters most. – Rub Valdez

Read the source article at CustomerThink

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