Testing: Contact Center insurance in an uncertain world

Frequent and targeted testing and monitoring can resolve many issues that otherwise would lower customer service levels.

Most contact center solutions can provide standard testing for issues like connection quality and average time in queue, but this doesn’t always get at the root of a customer service problem. Some companies develop manual tests to get at these root causes, but these generally aren’t comprehensive enough to provide valuable results. 

Ultimately, the path to smooth performance is paved with automation combined with behind-the-scenes insight and personalization. This is the best way to find undetected issues that could make a real difference in customer satisfaction. This whitepaper will help you understand:

• How enterprises use automated testing in real-world scenarios to improve customer service
• How different testing scenarios can lead to successfully troubleshooting problems
• How personalized service supports the capabilities brought to bear by automated testing