Almost every organisation claims to offer a great customer journey, but that’s often because they’re focused on the carefully defined segment of the customer experience that’s measured within the contact centre. But what about the unanswered calls? The ones that don't even get to this stage? 

The average percentage of calls that don't get presented to your contact centre is 20%. It's only by capturing and analysing these interactions that you can really start to address your end-to-end customer journey issues. 

Rapport is a powerful data-driven insights service and SaaS dashboard solution that captures 100% of all customer attempts to engage with your brand. 

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