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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