Customer satisfaction surveys are one of the primary means of CSR analytics for Customer Service departments.  Yet the response rate for these surveys is typically low.  Additionally, a person who had a problem with customer service is far more likely to respond to a survey than someone who did not.  Both of these facts skew [...]

The modern call center has evolved from a simple answer-and-respond environment to a complex, multi-channel environment for servicing customers.  This revolution started with the advent of CRM and the Internet a decade ago, with the introduction of email and web portals.  Customer support has gone digital to the point that many “call centers” have gone [...]