Customer insight programs in contact centers all too often fall into one of two camps: programs that capture high level CSAT metrics that don’t give enough detail to drive change; or programs that capture really detailed CX metrics that flow into insights or marketing teams and rarely make their way back to the front-line.
In this session, we discuss tactics for transforming your customer insights program in a way that will:
- Motivate agents and reduce attrition
- Drive more effective coaching
- Inform product and policy innovation
Speaker: Chris Vodola, Director, Client Services at Stella Connect by Medallia