The word “omnichannel” is ubiquitous in the contact center industry today with regard to customer experience. It primarily refers to the ways or modes in which a company communicates with its customers – e.g. voice, video, chat, email, instant message and so on. Many customer focused organizations today put a lot of stock into ensuring an omnichannel experience.
The same, however, can’t really be said for measuring customer service performance. Sure, there are speech analytics solutions which capture and aggregate customer intelligence across channels, but what about presenting an integrated and unified playback experience to see precisely how a customer interacted with an organization? This isn’t nearly as ubiquitous today with call recording solutions. Companies struggle to piece together the often splintered components of a customer interaction, and this leaves quality evaluators at a loss when measuring agent performa