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Customer experience is the golden thread connecting all interactions between your brand and your customers. The way you treat your customer ultimately determines whether they will become loyal to your brand. The more they are treated well, the more likely they will come back to you.

Every function within an organization generates a lake full of data. It’s now up to organizations to decide whether this data will flow freely, irrigate critical decisions made by the organization, or just stagnantly sit idle.

From manually listening to a handful of calls, to real-time monitoring 100% of customer interactions, call center quality assurance has come a long way. Rather than just being a function of listening to customer calls and rating agent behavior, contact center quality monitoring has expanded into becoming a strategic function which empowers customer service departments with actionable insights for improving customer experiences.