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Listening To The Customer Experience
Effective performance evaluation is two-way. Agent monitoring is important but equally important is making sure that customer experience is translated from the contact centre into the wider business arena. Software that offers data visualisation of a contact allows managers to drill down and find issues and anomalies that are affecting or will affect the business overall. Detection of significant points within conversations for instance can indicate a pattern or trend is emerging for say, a new product and could mean the sales order should be increased.