Uncovering Your Customer Experience Blind Spots with Quality Monitoring and Analytics

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Overview

You might think your call center is providing a satisfactory service, but consumers tell another story.

  • Less than half say they’re satisfied with their contact center experiences, regardless of channel.
  • Pinpointing your customer experience challenges is difficult without specific processes in place to uncover issues.

Just like blind spots when driving your car, hidden problems can derail your well-intentioned efforts to deliver a positive customer experience. In this white paper, we’ll address specific ways you can use quality monitoring and analytics to identify hidden opportunities for improving your customers’ experiences.