Tag: telephone mystery shopping

Elaine Buxton, president and CEO of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, is pleased to announce that the firm provided telephone mystery shopping research for the 2018 annual Stockbrokers.com Online Broker Review

.Customer Experience Measurement Firm Provides Assessment Stockbrokers.com Annual Study CARY, N.C. – Elaine Buxton, president and CEO of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm,  is pleased to announce that the firm provided telephone mystery shopping research for the annual Stockbrokers.com Online Broker Review. Confero provided telephone mystery shopping assessments, calling top brokerages across the […]

At the store level, stats are worthless without a coach to personalize the information, relate it to the team, and translate it in a concise way to keep employees up to date.  Here are five ways to make sense of mystery shopping data.

Companies that depend on the phone as a way to connect with customers face many challenges beyond keeping hold times short. They need to ensure that associates provide friendly service, convey accurate information, suggest other products and offer quick resolutions to customer

Do you ever wonder about the best way to employ telephone mystery shopping? Should a call center place the calls, or should a variety of callers phone your locations? Companies who use traditional call centers to conduct telephone mystery shops may feel that quicker results and smaller fees prevail. Before you consider this strategy, think about the following pitfalls:

1. Calls across the Board: Call center employees may make dozens of calls each day to many locations. When employees place many calls over a short time period, they may begin to sound scripted. The calls sometimes sound just like call center calls. With