Guest Host: Frederick Van Bennekom, Principal, Great Brook ConsultingDr. Fred Van Bennekom helps organizations collect and apply customer and employee feedback in a statistically valid manner. The author of "Customer Surveying: A Guidebook for Service Managers," Fred teaches operations management in Northeastern University’s Executive MBA program. Before earning his doctorate, he served as an information systems consultant for Digital Equipment’s field service organization. Through his company, Great Brook, Dr. Van Bennekom conducts workshops and advises clients on their survey practices.
Click here to listen to this show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/5/6/customer-effort