The Best Way to Understand Why Customers Contacting You? Listen to Them 698 Filed under - Archived Content, Customer Relationship Management (CRM), Customer Surveys, Listening Almost a third of contact centres try to understand why their customers are contacting them by collecting reason codes – either through a CRM or internal system. Poll – “What is the best way to understand Why Customers are Contacting You?” – answers Listening to calls – 33% Reason code in the CRM or Knowledge Management system – 28% Ask your agents – 21% Customer Surveys – 15% The phone line they called / IVR buttons pressed – 3% Poll – “How do you collect the reason codes?” – answers CRM System – 45% On Internal System – 39% Knowledge Management System – 6% On Paper – 6% Other – 3% Source: Call Centre Helper Webinar Poll – Webinar: Understanding Why Your Customers Are Contacting You Sample size – 99 Date: March 2016 Author: Megan Jones Published On: 13th Apr 2016 - Last modified: 18th Feb 2020 Read more about - Archived Content, Customer Relationship Management (CRM), Customer Surveys, Listening Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter