Insights

Maximizing Customer Insights Starts at the Contact Center

May 05, 2020

Today, it's more critical than ever for businesses to not only stay connected to customers but to do so in a manner that is thoughtful, accessible and empathetic. What is the key to successfully achieving this? Organizations must recognize and invest in their customer service front-line – The Contact Center.

With stay-at-home orders across the nation keeping individuals indoors, consumers are increasingly relying on phone and text conversations to get their critical questions and concerns answered. For the contact center, this means being able to effortlessly guide individuals through the entire customer journey, from inquiry to purchase to repeat business. To successfully accomplish this goal, contact center agents must be equipped with the tools, resources and most importantly, the sense of empowerment required to fuel the "obsession engine."

All of this and more is explored in Somos' latest thought leadership paper – Power the Engine of Customer Delight and Insight: A Tool for Customer Obsession Strategy in Contact Centers. Authored by Customer Obsession Evangelist and Vice President of Customer Engagement & Product Strategy for Somos Michelle Larsen, the paper provides insights into how to effectively position your business and its contact center to amaze and delight customers.

Want to learn more about how to build consumer trust, loyalty, and satisfaction; improve marketing results and effectiveness; achieve a higher response rate; and more? Click here now to download your guide to customer delight, insight and obsession. If you're looking to improve strategy, culture and brand experience, this primer on maximizing valuable customer insight is a must-read!