Improving the customer experience is a difficult, but imperative, challenge. A recent Forrester analyst report that examined over 100 large firms found that “customer experience quality could cause a swing of (up to) $242 million for a large company.”

Identifying technology issues in your contact center software can be a simple tactic to drive some quick wins in customer experience. Most contact center managers don’t have visibility into how their agents are using the technology provided or how well the technology is performing for the agents.

Listen to this recording to learn how you can:

• Identify technology problems that are impacting customer experience
• Correlate technology utilization to agent performance and customer experience
• Increase customer satisfaction by handling calls more efficiently and effectively
• Build and maintain an optimal contact center

Using actual customer stories you will learn how optimizing technology can have a direct, positive impact on your customer experience.