Our group believes in designing and implementing customer-centered programs for measuring and improving service quality. When talking to contact center managers and executives about improvements to their quality process, we usually start by asking what they know about their customers. We are often told: "Our company already does an annual survey." The problem is that the broad customer sat surveys done on the corporate level (which are usually the ones referenced) are only useful for getting a, well, broad picture of the customer's satisfaction. They won't give you much detailed information for the customer's expectations and satisfaction with their contact center experience.
An short, focused survey of customers who have recently called the contact center can provide you with a plethora of actionable information. The data can feed into a quality scorecard, training initiatives, system enhancements, as well as prioritizing and justifying capital expenditures. For call center managers or a V.P. of Customer Service, a small investment in a focused contact center survey can yield tremendous return when it allows you to make tactical decisions you know will positively impact your customers experience.