Companies are always looking for an advantage over their competitors — whether providing a superior product, affordable pricing, or distinguishing yourself through customer service. But how do you gain and maintain the competitive edge?
Every day, your customers and partners are providing valuable feedback to your company through regular interactions with your employees. Every telephone call recording can be a treasure trove of product enhancements, competitive information, and customer satisfaction information.
Imagine the impact of using call recordings throughout your organization: as you’re sitting in a product planning meeting, you could play back calls of customers describing product issues or feature enhancement requests. The recordings and the voice of the customer put a human touch on the requests, taking them from simple bullet points on a business requirements document to include first-hand accounts of customers’ needs. Using the voice of the customer, you can gain an even greater competitive edge in business.