In a recent article posted on TMCNet entitled "Effective Customer Service Requires not Just Knowledge, But Insight," Bruce Pollock identifies some of the criteria he uses when selecting a survey took specifically for use by customer service representatives and call center agents. He suggests that the tool you select should be "agent anonymous" (the customer service agents shouldn’t be able to influence the results); interactive (survey should be easy); time-efficient (the survey should be fast); it should offer both qualitative and quantitative results (scores are good, but comments can provide the most insight); and it should provide real-time access to results.

Read the full article at TMCNet.

Article found at CustomersAreAlways.