How your contact center performs, both from your customer and workforce perspective, is paramount to the success of your business. Industry stats show how true this is: According to recent surveys, 82% of consumers state that quick issue resolution is the number one factor in a great service experience. Organizations hold the key to a quick resolution…right from the agents’ desktops. What is the most efficient way to access this data?
Ensuring a great customer experience takes more than just a great agent – it takes a contact center that analyzes interactions to determine what’s working and what isn’t. A true understanding and measurement of agent workflow can help you:
Watch this webcast to learn more.