Measuring the Quality of the Call Centre Customer Interaction

Today's successful companies are the ones who continuously keep their finger on the pulse of what their customers think, no where this is truer than in a contact centre. In contact centers the quality of customer interaction has traditionally been measured using quantitative measures of call answering and subjective checks on the quality of the interaction. That is beginning to change with the appearance of applications specifically designed to give call centre managers good quality objective information about how customers feel their interaction was handled.