One of the most important and least talked about components of the modern cloud contact center is the process of monitoring and evaluating customer service interactions that occur in those final stages of the customer journey.
In this webinar, Norm Kayserman, Cyara Product Evangelist, answers these questions and more:
-What’s making last mile assurance more difficult in today’s technology environment?
-What should you implement for effective last mile monitoring?
-What can successful last mile monitoring do for you and your customers?
Kayserman also discusses remote work challenges in contact center operations, how to evaluate the quality of Mean Opinion Score (MOS), a crucial metric in customer communication, and how to understand key quality metrics like roundtrip timing, packet loss, jitter and their influence on call quality.
Watch this informative talk now!
