Luke, a globally recognized CX thought leader and Evangelist at Operata, brings energy, creativity, and deep industry expertise. Passionate about human experience, he champions contact centers in delivering top-tier CX and employee engagement.
We analyzed 148,000 calls where an agent lodged an IT service ticket, and our research uncovered a startling fact: more than half were caused by audio problems alone. We explore why CX Observability is needed in any cloud-based contact center.
After analyzing over 148 thousand agent-reported issues, we’ve identified the most common problems affecting call quality. What stands out in the data is that certain issues occur again and again, meaning there are consistent areas for improvement.
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