Introduction

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 . to achieve your business goals and improve performance while increasing customer and employee satisfaction .

Hiring more analysts is a temporary fix

Some leaders solve their measurement woes by hiring more analysts to look at data across systems and try to understand why :

• Customers exit self-service channels

• Customers contact you

• Problems aren ’ t resolved efficiently �

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In this ebook , you ’ ll learn how using a journeybased measurement approach enables you

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