The challenge West Bromwich Building Society has a busy call centre that answers up to 1,000 phone calls a day. Customer service has always been at the heart of what they do but they felt their old method of gathering insight via a mystery shopper had grown staid and ine?ective. Rather than using a tick box model, they wanted a tool which would allow them to gather and respond to customer feedback in real-time - and provide them with aut

Join for free to read