Home User Experience Nextgov: GSA Suggests Using ‘Secret Shoppers’ to Evaluate Call Centers

Nextgov: GSA Suggests Using ‘Secret Shoppers’ to Evaluate Call Centers

“When the General Services Administration launched its Centers of Excellence in 2017, the program included revamping agency contact centers as a major customer experience push. To ensure the program is meeting that goal, the Contact Center CoE recently began conducting undercover assessments.” “Last week, the CoE outlined its mystery shopper program and offered advice for other agencies interested in doing […]

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