Contact centers are the most underrated source of valuable customer feedback for any retailer. Specifically, the contact center is a rich source of interaction data, sentiment and emotion.
Contact centers are in a unique position to harness that data and turn it into insights more cheaply than other departments. Interaction data is like ‘free’ data for contact centers. Contact centers can use it as a means to gather raw thoughts from customers, which could reveal their unmet needs and consequently become an inspiration for innovation.
Watch Dan Gingiss, Liza Amlani, and Fernando Egea, as they discuss how from contact center data, you can determine:
- Top reasons why customers are reaching out.
- Why customers are returning an item (talk to them about it instead of choosing a reason from a dropdown menu).
- What products people are hunting for (and should stock up on).
- And a ton more.
And how these insights can be fed back to teams like product creation, merchandising and marketing to inform decision making.
