Final answer:
Pega Customer Service allows for automated case follow-ups, while surveys can be administered through electronic means, or more interactive methods like Computer-assisted telephone interviewing (CATI). This automation and variety in survey methods aid in effective customer feedback collection and data accuracy.
Step-by-step explanation:
Pega Customer Service, a customer relationship management (CRM) system, can be configured to automatically create follow up cases after an interaction. This automation enhances customer engagement and ensures that any required actions are not overlooked. Setting up automated workflows within Pega can streamline the process of follow-up, thereby improving customer service efficiency and effectiveness.
In addition, surveys can be conducted in various methods to gather feedback and data. Electronic surveys can be distributed through multiple channels, such as email or web-based forms, providing a convenient way to collect information from a wide audience quickly. Computer-assisted telephone interviewing (CATI), and robo-polls are other means of conducting surveys. With CATI, trained interviewers use a computer program to guide the survey and directly record responses, which can help in maintaining the consistency and reliability of the data collected, although some issues such as entry errors or deviations from the script may affect the results.