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From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. How do you make sure?

Insightful, accurate, and comprehensive CX insights will drive greater loyalty, lower churn rates and increase revenues,

The reality is that “customer experience” is more than a single engagement or interaction with your organization.  It starts with a customer’s first point of contact and ends with the last…