Solving the CX Calculation Discrepancy - Part 3
Contact Center Pipeline, Thursday, March 27th, 2025
Contact centers too often face what I have termed as the 'CX (customer experience) Calculation Discrepancy' that exists between some contact center platforms. And it is also the last thing you want to hear when a contact center goes live on a new platform.
I recounted in Part 1 of this article, published in the October issue, my first encounter with this phenomenon in 1997 when I was a sales engineer with Interactive Intelligence (now Genesys).
This article will focus on some of the most common metric discrepancies between platforms in the hopes you might avoid their pitfalls the next time you perform a major upgrade or migrate to a new contact center platform.