English to Chinese Tech/Engineering IT (Information Technology)

6. Capitalize on customer intelligence.
In many call centers, agents simply absorb or deflect blame and then get rated on how well they handled the call. The cause of the customer's complaint goes no further than the agent's screen, and the company misses out on an opportunity to address the issue. And whether callers are irate, neutral or happy, companies are crazy if they don't mine the call center's constant flow of customer feedback for ideas for product and process improvements, new product brainstorms and even competitive intelligence.