Contact Centers: Keep the Hub Humming

Think about it: Much of the dialogue between customers and CSRs doesn’t get recorded and analyzed. Many companies tend to confine the activities of the call center to order-taking and answering customers’ questions. But your CSRs are the first line of people interacting with customers. As such, they’re in unique positions to offer helpful feedback to your marketing and merchandising personnel. What ideas for new products have they gleaned from customers’ questions? What products work and don’t work as depicted? What creative can be clearer and sell better?