Once upon a time, when a call center agent had resolved a customer’s issue, the caller was typically asked to answer a series of short questions about his or her experience on a 1 to5 ranking scale. Contact center managers could then manually compile those answers and try to evaluate agent performance and construct best practices using the responses as a road map. Still, without meaningful insight into what was behind those numerical rankings, improving customer satisfaction was a difficult chore.
Fortunately, contemporary contact centers have the opportunity to implement technology that facilitates more in-depth data collection and examination. Today’s best-in-class contact center software gathers information derived from phone, email, chat or any other channel available to the customer and helps break it into smaller chunks of actionable data. That information then becomes the foundation on which contact center managers build customer service best practices.