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The 97% Report: A Field Report On The Conversations Your Contact Center Never Reviews
The drivers behind your worst CX metrics sit in the conversations no one reviews. This report reads them.
Manual QA reviews 3-5% of conversations. The trends, complaints, and repeat requests in the other 97% go unread.
This report reads that 97% across six industries: Healthcare, Telecommunications, Higher Education, Insurance benefits, Food Tech, and Fintech.
For each one, it names the highest-volume contact drivers and the themes pulling iCSAT, resolution, and customer effort scores down.
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