Listening to Employee Telephone Calls: How Do Multiple Employees Approach the Same Customer Inquiry?
August 1, 2009
Listening to employee phone calls allows you to imagine yourself as the customer and hear firsthand how your employees interact. Many times managers of front line employees would like to listen to employee conversations but don’t always have the capability to do so. Other times, managers have monitoring capabilities but must listen for hours to hear how multiple employees approach the same inquiry.Telephone Mystery Shopping Questions
July 29, 2009Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.