Does your call center need to change its tune?

Your customers will tell you everything.  They’ll tell you when they’re happy; they’ll tell you when they’re not.  They’ll tell you when your choice of hold music is for the birds.  No, seriously.  Customers provide feedback on things that may seem small to you. 

You decide:  are these “Knuggets” or are these “Knuckleheads”?  If the only thing you find post survey-calibration is that your customers are complaining about your hold music, I’d say you are in pretty good shape.  That’s my take anyway.

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