Quality Management: Optimizing the Customer Experience

December 5, 2018

Via: No Jitter

A customer’s main point of contact with an organization is often through a contact center interaction. This means that your agents are the frontline of the company — acting as the face and voice of the organization, interacting with more customers in a day than any other area of the business. When they fall short of customer expectations, there are real consequences because in today’s always-on world, news of bad customer experiences travels fast.

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