How to use customer insights to drive engagement and performance improvements

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