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Contact Center Leaders: 16 Telling Questions that Reveal How Well You Really Know Your Customers - Calabrio - Blog

Contact Center Leaders: 16 Telling Questions that Reveal How Well You Really Know Your Customers

As you well know, contact center data captured during your agents’ interactions with customers can give you critical insights that help you outpace your competitors and evolve your business. And today’s rich combination of speech analytics, text analytics and desktop analytics can tell you a more comprehensive story about your customers, their needs and their experiences—knowledge that helps you more quickly identify the root causes of customer complaints and more easily overcome the customer-related challenges plaguing your business.

You also can better interpret what customers are trying to tell you—through both verbal and non-verbal, and conscious and sub-conscious, cues—and more accurately anticipate their needs.

Despite these compelling benefits, a 2017 Forrester study found one-third of decision makers said their contact center staff doesn’t use analytics to capture customer data insights because their day-to-day responsibilities keep them too busy.Wow!

Contact center leaders such as those surveyed by Forrester might think they know their customers, but—without purpose-built contact center analytics—they’re likely missing out on key insights that could drive monumental, positive change at their companies.

Are you one of them? Let’s find out.

The Modern Contact Center: Questions that Determine if You Really Know Your Customer

  1. What is your contact center’s average:
    1. time in queue;
    2. hold time;
    3. speed of answer rate;
    4. handle time;
    5. talk time;
    6. after-call work time; and
    7. contact abandonment rate?
  2. Are each of the above metrics increasing or decreasing? Do the metrics vary greatly between agents or geographic locations?
  3. What is the current top complaint from your customers (by both category and specific details)?
  4. About which product do your customers complain most? What is the most frequent complaint made about this product?
  5. What is your customers’ top complaint about your service level?
  6. Can you tell if a customer is complaining because they want a better deal or because they actually intend to switch to your competitor? How accurate is the method you use? How do you know?
  7. What is the top feature or capability your customers are asking you to add to your product(s)?
  8. How easy is it for your customers to do business with you?
  9. What are the top things you can do today to reduce the effort your customers need to expend in order to do business with you?
  10. What is a customer’s experience like with your company (via both quantified customer satisfaction ratings and anecdotal feedback—and across all departments, not just your contact center)?
  11. What are your customers’ biggest frustrations with your company? Have those frustrations changed recently?
  12. How can you improve the overall customer experience?
  13. What are the top 3-5 contact center metrics each of these departments—marketing, finance, human resources and product development—need from you in order to improve their own plans and programs? When can you provide them with that information?
  14. Can you easily identify your most passionate and evangelical customer advocates?
  15. How often do your customers mention competitive brand names when interacting with your contact center agents?
  16. Which marketing campaigns do your customers mention when calling your contact center?

Publish Date: April 23, 2018 4:47 PM

2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

View more from Calabrio

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Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
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