I've had a look at the boards and can't find anything that answers my query, so I hope you can help. If this has been posted before, please could you direct me to relevant posts?
My organisation provides HR query resolution via a contact centre. We're looking at implementing mystery shopping so we can gain further insight into the quality and perception of service we provide. We're also looking for constructive feedback from our business regarding how we can improve our service.
I'm benchmarking the viability of this approach to see if it's something we could consider implementing and so would like to know if any of your organisations operate something similar.
I look forward to your responses.