Survey Design Surveys are an important tool for measuring your customers’ and agents’ satisfaction along with identifying areas needing improvement. While a survey seems deceptively simple — it’s just a bunch of questions — getting good, valid data for decision making requires proper design and execution. Our CallTalk session will discuss 10 Tips to Optimize Your Surveys to help you make better decisions with surveys.

Guest Host Bio: 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.

Air Date: Wednesday, September 16, 2015 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Dr. Fred Van Bennekom, Founder of Great Brook
Season: 6, Episode Number: 7

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CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, CallTalk Season 6, Surveys