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Everyone has heard the phrase, “The customer is always right.” That old adage has not disappeared since it came into being, and today it is more applicable than ever. With the advent of new technologies that place the power of call center activities into the hands of customers, there must at least be more awareness than ever in the minds of call center agents that their customers want service how and when they desire. This can translate into customers demanding access to text, voice, video, and email from the brands they support, so agents need the software that can handle those communications modalities.
A recent report from InMoment, which develops call center software, brings to light another element of placing the customer first: feedback analysis. With the InMoment software, call centers can gather feedback from their customers and analyze it to make sure that what their customers want is actually ending up in their hands. What businesses may find in the feedback is not just customers’ collective desire for new or updated products but also for positive interactions with call center agents.