1. Create insight groups that include a variety of perspectives. The insight group could include customers, employees, partners—anyone who has a stake in your company’s success.
2. Identify the areas of the business that you want to apply insights to and define your KPIs.
3. Confirm that you have the organizational structure, talent, and technology to collect and analyze the insights.
4. Schedule regular meetings between different leaders within your organization to share and compare insights.
Many organizations don't even realize they are sitting on a goldmine of insights within their call/contact center. Read "Wise Up About Contact Center Insight Blindspots" to learn more, from TTEC Digital and the Customer Strategist Journal.
