A call center manager wants to assess the impact of agent knowledge versus communication on customer experience. What survey should they use?

The Action Planner survey is the most appropriate choice for the call center manager who wants to assess the impact of agent knowledge versus communication on customer experience. This type of survey allows managers to gather detailed insights into specific areas of the customer experience by focusing on the effectiveness of actions taken by the agents.

By using an Action Planner, the manager can assess how well agents are performing regarding their knowledge and communication skills and how these factors impact customer interactions. The insights gained can then inform targeted improvements, training programs, and strategies to enhance overall customer satisfaction.

Ranker surveys typically focus on prioritizing a list of items rather than assessing specific performance metrics, which would not provide the depth of analysis required in this scenario. Satisfaction Reports give an overall view of customer satisfaction but do not delve into the specifics of agent performance regarding knowledge and communication. Invitation Reports are focused on participation or engagement metrics and would not provide the necessary insights into the qualitative aspects of customer interactions. Therefore, the Action Planner best supports the manager's goal of evaluating and improving the customer experience based on specific agent skills.