Employee Training News

Telephone Mystery Shopping Questions

Jul 29, 2009 by Elaine Buxton

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.

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Five Benefits of an Ongoing Customer Service Mystery Shopping Program

Aug 06, 2009 by Elaine Buxton

Customer service is about selling: selling the right product to the right customer in the right place at the right time. Many factors will determine customer service and, therefore, many factors have an impact on sales. In today’s challenging economic environment, many companies have fewer customers so they must sell more to the customers they do have.

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Ten Ways to Use Recorded Telephone Mystery Shops

Mar 04, 2010 by Confero Inc.

While telephone mystery shop reports obviously do not capture the visual aspect of a customer interaction, they can be a cost-effective way to discover how your employees conduct themselves with customers. Better yet, recorded telephone mystery shops provide managers with the detailed information needed to coach employees, since the recording allows you to review both sides of the conversation with the employee. There are many ways that companies improve operations through the use of telephone shops. Here are ten:

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How to Plan for a Mystery Shopping Program Pilot

Mar 17, 2010 by Confero Inc.

Some companies prefer to conduct a pilot before entering into a full-scale mystery shopping program. This is a great way fine-tune your mystery shop program and to narrow down exactly what your team would like to accomplish by using mystery shopping reports as a way to measure employee behaviors and front line performance.

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Coaching: Maximize Mystery Shop Reports

Apr 22, 2010 by Confero Inc.

Many companies spend significant effort in evaluating, selecting and preparing for a mystery shop program. They invest this effort because they know that the information they gain can be used to improve company performance and top the competition.

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