1. Introduction
1.1. Defining caller satisfaction
1.2. Survey design and fielding
1.3. Listening to the voice of the customer
2. Survey Design
2.1. Determining which customers to survey
2.2. Determining which questions should be asked
2.3. Determining the appropriate length of the survey
2.4. Determining which attributes should be measured
2.5. Determining sample size
3. Survey Fielding Data Collection Methods
3.1. Focus groups
3.2. Customer advisory panels
3.3. Critical incident testing
3.4. Outbound telephone calls surveys
3.5. Inbound telephone calls surveys
3.6. Post-call IVR surveys
3.7. E-mail surveys
3.8. Snail mail surveys
4. Survey Analysis
4.1. Statistical routines
4.2. Mining the caller feedback data
4.3. Managing the persistent complainer
5. Change Initiative Execution
5.1. Determining the voice of the customer
5.2. Driving customer wants back into the organization
6. Driving Change Throughout Organization
6.1. People prefer the comfortable status quo
6.2. People must understand the reason for change
6.3. Setting performance goals through caller feedback
7. Most Caller Satisfaction Programs Don’t Have an Impact
7.1. Most stop after the fielding
7.2. Reporting makes the difference
7.3. Results must be actionable
8. Quantifying the Value of Customer Satisfaction
8.1. Customer life-time value (CLV)
8.2. Calculating CLV
8.3. Managing customer value
9. ROI approaches for Customer Satisfaction Initiatives
9.1. How to approach ROI in C-sat initiatives
9.2. Soft numbers versus hard numbers
10. Caller Satisfaction Solution Providers
10.1. Range of solution providers
10.2. Features and functions
11. Conclusions