The Invisible Engine Behind the Modern CX
Contact centers generate an enormous amount of data in the course of handling customer interactions. Every connection and call are tracked, creating a web of information that includes details of what happened, when it happened, who participated, and how any issues were resolved. Call detail reports reflect the length of interactions, how long callers waited on hold, and how many transfers were involved. Other systems come into the picture as well, with details of any related digital interactions and the trails they leave.