Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
Connecting the Dots
APRIL 21, 2017
Scott Broetzmann : The concept of the National Customer Rage study goes all the way back to 2002, but it really wasn’t about customer rage at the time. But yes, those are featured criteria in many call quality evaluations or IVR surveys, which now are really, really prevalent. Well, an IVR survey doesn’t measure that at all.
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