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Depending on the company product or service, there's a variety of ways to engage users and get their feedback outside of CSRs - one of the most basic one is usually surveys after a call or via email. Ex: you launched a new product, add it to your Marketing comms as a pulse check to ask users about their experience and how it's going so far. Standardization is key but also tricky because you need to make sure you get the questions right and try eliminating as much bias as possible. This means avoiding questions like how good* was - - - - vs asking how was your experience* was (taking away the positive implication).
At our company, we prioritize getting real user feedback by engaging with customers directly through surveys, focus groups, and customer interviews. We also have a dedicated group of customer service reps who regularly reach out to customers to get their feedback. On top of that, I personally like to reach out to customers and talk to them about their experiences with our product - it's always interesting to hear their stories.
It depends what your business model is. For example if you work in B2C it should be easy enough, But if your model is B2B2C it is more complex.
I worked in both business model.
In B2C you can get contact center to contact customers (given they approve to be contacted) and ask questions. You can also have questionnaire in store for example if you work in retail, and check feedback on google or in your app if you have any. You can also get an agency to reach out to customers. We did that in one of the company I worked for. We gave them what profile we were looking for to organize customer testing, and you can also ask to have people who are your competitor customer. Which brings interesting results. During customer testing we asked some questions but also ask them to perform certain task. We tried to get various group profile (youth, senior, business, vip, visually impaired etc) to get a sense of their struggle and where they are coming from.
In b2b2c it is more difficult because you need the business in the middle to help you reach out to your customers. You can also use a company to help you findings customers but you probably need approval from them.
Sometimes our sales people will leave their personal numbers or work phone numbers if customers have questions about the product and we get feedback that way
Getting real feedback is the best way for your company to grow. You need to know how your audience reacts to you to know how to mov forward. We send out emails for surveys