June 24, 2014

Customer Effort - CallTalk - Listen Now On Demand!

Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss customer effort.

Guest Host: Frederick Van Bennekom, Principal, Great Brook Consulting

Dr. 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

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