Hi there,
Does anyone know of a top of the line Customer Feedback Software?
I am a call centre manager and what we really need is a software that will tell us how our customers feel about the service we provide.
All ideas welcome.
Thanks a lot...
Sigal
(Call centre manager, London)

Check out the offering from Verint (Impact 360 Customer Feedback) - it's one of the best that I have come across....

http://verint.com/contact_center/section2a.cfm?article_level2_category_id=21&article_level2a_id=279

However, in the interest of fairness, there are others from NICE, Genesys and Avaya, plus several online/bureau services, available.

Sorry, hit the button too quick......

Depending on your customer type (frequent vs infrequent callers), there are a couple of other options you might consider - speech analytics or agent surveys.

Speech analytics allows you to analyse the actual interactions with the customer and dissect each call in detail - this uses your actual call recording and can be implemented as an onsite product installation or as a service.

Agent surveying may seem like a strange approach but you may be surprised by how frustrated they might be by their inability to provide a good service to their callers due to internal system or process issues. They can often tell you hwat needs to be changed, and often they are incredibly passionate about doing a good job.

If you want to discuss these options in more detail, please contact me at dave.lee@datapoint.com

Cheers,
Dave