Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Advice from a Call Center Geek!
The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
EPISODE DESCRIPTION:
Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding?
In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much.
The shocking reality? Only 1 in 20 customers actually completes these surveys, yet companies continue making major strategic decisions based on this minuscule, heavily biased sample.
After examining the latest research and industry data, we're ready to challenge everything you thought you knew about customer feedback collection. This episode breaks down:
- Why survey response rates have plummeted to a dismal 5% and what this means for data reliability
- How extreme response bias creates a distorted picture of your actual customer experience
- The fundamental flaws in survey methodologies that no amount of tweaking can fix
- Why AI-powered sentiment analysis across 100% of interactions represents the future of customer insights
- Practical steps to transition your contact center to more reliable feedback mechanisms
Whether you're a contact center director, CX professional, or operations manager, this episode delivers the wake-up call your customer experience strategy desperately needs.
Stop making decisions based on feedback from just 5% of your customers and discover how to capture the complete voice of your customer base.
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
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