Author: Admin

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.

Confero, Inc. President Supports Advancing Marketplace Trust

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:

You may already be aware of the fake check scams that have been attached to the mystery shopping industry for the past couple of years.

Elaine Buxton Elected President of the Mystery Shopping Providers Association Board of Directors Elaine Buxton, president of Confero, Inc. (www.conferoinc.com), a national customer experience measurement firm, has been elected president of the board of directors for the Mystery Shopping Providers Association (MSPA). The MSPA is an organization dedicated to improving the quality of service in […]