Whether it's Out of Hours calls, Unanswered or Engaged contact, a worrying 20% of total calls never make it through to an agent. Without insight into these most problematic interactions, it is impossible for organisations to deliver an end-to-end excellent customer experience.

Key Rapport highlights for improving the Customer Experience include:

  • 24x7x365 accurate understanding of the Customer Experience
  • Ability to focus management effort - reversing potential issues at the earliest opportunity
  • Daily email alerts saving time getting to operational issues
  • visually highlighting areas of additional Customer Effort

 

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