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How Netflix Proved There are Benefits to Staying in Touch with Your Call Center Tuesday, October 22, 2019 at 11:05 am

Quantitative and qualitative research are essential, but are you leaving one of your most valuable customer feedback loops untapped? Call Centers carry a wealth of information, including what people’s biggest pain points are, what they wish your product or service would do, and where they’re getting confused. This talk follows a recent visit the Netflix Content Design team took to one of their corporate call centers, including how the day was structured, what the experience was like, and how spending a day listening to member calls gave the team a whole new perspective on product improvements and customer empathy.