Gainsight Glossary

Call Center Feedback

Customer intelligence consists of collecting, analyzing and using information to increase customer satisfaction and optimize customer profitability levels in call center businesses.

Tracking and understanding feedback ratings, along with other metrics, is a key aspect of a customer intelligence program.

Customer responses to surveys is a goldmine to direct information of customer needs, and call centers need to maximize how they use this customer data.

Previously, collecting and organizing data needed for customer intelligence has been difficult and error-prone in call center businesses. Many disparate data sources needed to be consolidated and rationalized before analysis could begin and insights about feedback became apparent. That’s why you need Gainsight, a dedicated customer intelligence platform designed from the ground up for customer satisfaction.

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