Customer surveys were once the backbone of quality programs. Today, response rates are collapsing, customers are ignoring them, and contact centers are left wondering how to measure performance without reliable feedback.

Fresh from Customer Contact Week in Las Vegas, Amas shares a conversation that kept coming up among industry leaders: transactional surveys are failing. Some organizations have seen response rates drop nearly 90%, creating real problems for coaching, quality scoring, bonuses, and operational decision-making.

Bob and Amas explore:

• Why surveys became the default measure of customer experience.
• Whether survey fatigue has finally reached a breaking point.
• Why AI-powered quality monitoring may be replacing traditional Voice of the Customer programs.
• The hidden flaw in most customer surveys.
• How changing who the feedback is for—from the company to the individual agent—can dramatically improve participation.

The conversation also tackles a bigger question: if customers are giving you their time and feedback, what responsibility do companies have to actually use it?

If your contact center still depends on post-interaction surveys, this episode is a timely look at what comes next.