If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance.
But when it comes to understanding how contact center interactions impact customer satisfaction and experience, it’s up to you to figure it out. Plus, you need to show the C-suite how your contact center initiatives will affect business objectives like customer retention, cost to serve and revenue growth.
The need to improve measurement across all service channels has never been greater. Measuring omnichannel experiences is key to identifying the drivers of poor experiences and quantifying the impact of contact center experiences on business outcomes.
