Yet often overlooked resource for understanding the true voice of the customer is the contact center. Every day, contact centers have hundreds, if not thousands, of voice conversations with a company’s customers.
These interactions are often an untapped resource because voice transactions have historically been hard to search, difficult to use and time-consuming to process among all of the information coming into the organization’s contact center.
New advances in technology, however, allow companies to effectively analyze voice interactions with customers as part of the overall data coming into the company. This makes it possible for the data gathered from customers to be shared across the organization—product development, marketing, sales and manufacturing.
Learn more by downloading this white paper authored by Calabrio CEO Tom Goodmanson.