"We were only looking at two metrics: production and CSAT. They’re both crucial metrics, but they don’t really measure quality. A customer would provide a great CSAT score, but the agent missed a policy or made an exception they shouldn’t have. We realized CSAT wasn’t telling us how an agent …

“As a CX leader, you’re always hungry for more data sources to understand the customer interactions that are happening. Without consistently looking at the quality of interactions, it’s impossible to gain a consistent look at what is needed and help people grow.”