In contact centers, customer satisfaction is key to success. Firms with contact centers that provide a highly satisfactory and hassle-free customer service experience are rewarded with customer loyalty. Conversely, a single bad experience with a contact center may result in a customer being lost for life -- something that companies cannot afford in today's challenging business environment.

This white paper serves as a practical guide to measuring customer satisfaction in the contact center. Inside, learn new methods of automation, 10 best practices for interactive voice response (IVR) surveys, and how to use survey data most effectively.