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Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 One of the most extensive surveys in the UK, the Institute have been running the index twice a year for ten years. I have been consulting on Customer Experience since 2002.
Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. The next two vendors will hopefully introduce you to a new approach to quality assurance in your call center, powered by artificial intelligence and bigdata.
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