Customer Experience News & Trends

Why the top brass should listen in on more calls

Here’s why top managers – or even the top brass – should listen to customer calls periodically.

Almost 75% of customers don’t think the bosses at their favorite companies understand them and their needs, a YourSayPays survey found.

Although customers talk to agents all the time, they’re not confident their voice is heard where it often counts more – at the top.

It might be a good idea for the contact center leadership to invite fellow managers in other areas and executives to listen in on calls a few times a year.

Contact centers that has done this say it’s helped sales groups troubleshoot, product developers create customer-focused items and executives make more decisions based on customer needs.

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