Monthly Archives: May 2013

Stress Test Customer Service with Mystery Shopping

Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management. By Leonard Klie – Posted May 1, 2013 Mystery shopping is a $1.5 billion industry that employs more than 1.5 million people worldwide. It has served for decades as a way for companies to measure the quality Continue Reading »