CX Quality Monitoring & Analytics: Identifying Customer Experience Blind Spots

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.