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Monitor more— diagnose faster— deliver better.

We’ve all been on a call to a customer call center, the call is answered in less than 3 rings, but then, alas you are put one hold, the attendant is rude, and the call took way longer than expected. From the company’s point of view, this was a successful interaction because the standard metrics were fulfilled.

But where and how are the subjective measures of the call reported?

You have your customer service standards, goals and metrics which measure adherence to them. However, an unhelpful and ineffective staff will ultimately damage your organization’s reputation and could result

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