Customers provide valuable information every day, you just might not know it. Competitive intelligence, messaging feedback, campaign performance, and product feedback data are often hidden among your contact center interactions. If you can’t identify, access, and share this data, your organization misses an opportunity to better learn from and serve your customers and agents.
According to Gartner 72% of CX leaders report that their organizations still do not fully understand what drives their customers’ behaviors and attitudes, despite their access to data.