Com­pa­nies are redefining their contact center customer service into a strate­gic method for gath­er­ing vital infor­ma­tion to inform mar­ket­ing direc­tion and prod­uct devel­op­ment.

Whilst you can obtain valu­able insights by mon­i­tor­ing your social media chan­nels, adding insights from your contact cen­ter will pro­vide a greater breadth and depth of information.

The con­tact cen­ter has always housed a large per­cent­age of impor­tant inter­ac­tions with cus­tomers, but have learned very lit­tle from these key touch­points.

That’s chang­ing. Newer tech­nolo­gies allow com­pa­nies to extract deep insights from unstruc­tured con­tent like recorded calls, emails, and chat ses­sions. Lead­ing com­pa­nies will learn what dri­ves sat­is­fac­tion and loy­alty, and use the infor­ma­tion to change the prod­ucts they sell, how they mar­ket their offer­ings, and how they ser­vice customers.

How to Employ This Contact Center Cus­tomer Ser­vice Strategy

Whether you mon­i­tor live or recorded calls, whether you use speech recog­ni­tion tech­nol­ogy soft­ware, or whether you train a spe­cial team of cus­tomer ser­vice strat­egy ana­lysts to lis­ten to your cus­tomers just like you train qual­ity ana­lysts to lis­ten to your agents, under­stand­ing the customer’s point of view is invalu­able in know­ing in which direc­tion the com­pany needs to move to improve its Contact Center Customer Service.

Some things to lis­ten for include:

  • What your cus­tomers are saying about your prod­ucts and your company
  • Why they buy­ your products—and why they donot buy­ them
  • The navigation dif­fi­cul­ties cus­tomers face when try­ing to find infor­ma­tion or place an order on your website
  • Which calls could be han­dled  quicker and less expen­sively  with a self-service option
  • How your cus­tomers are react­ing to promotions
  • What your cus­tomers have to say about their online shop­ping experience
  • Rea­sons for low sales con­ver­sions that are beyond your sales team’s control
  • What cus­tomers most fre­quently com­plain about

Whether you go high tech or low tech, start lis­ten­ing today. Your cus­tomers will thank you for it!

Contact Center Customer Service