Most companies don’t take a proactive approach when it comes to monitoring their contact centers to ensure high-quality customer experiences, according to a LinkedIn survey of 1,000 international technical professionals conducted by Empirix.
The survey found that 20% of companies adding new technology to their customer contact centers either wait for customers to complain, pray, or only pay attention if it’s a major upgrade. The survey, conducted earlier this summer, asked managers and executives across multiple industries how....