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Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations.
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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