Problems Sabotaging Your Contact Center (that you didn't know about)

At Operata, we’ve seen firsthand how easily hidden challenges can sabotage a contact center’s efficiency. Frustrated agents, irritated customers, and costly service tickets often stem from issues that go unnoticed without CX Observability. With cloud-based platforms and CCaaS (Contact Center as a Service) solutions gaining popularity, these invisible pitfalls only become more complex, as traditional monitoring can’t always capture the full picture.

We analyzed 148,000 calls that collected agent feedback when issues occurred, and our research uncovered a startling fact: more than half were caused by audio problems alone. This discovery reinforces why CX Observability is needed in any cloud-based contact center. By capturing real-time insights into technical and operational workflows, Operata helps you zero in on those problems quickly, creating better connections, reducing downtime, and making agents and customers happier.

Poor Call Quality in Contact Centers

One of the most pressing issues Operata’s CX Observability platform helps identify is poor call quality. Whether it’s choppy audio, one-way sound, or persistent echoes, these symptoms ruin customer trust. Dropped calls force customers to repeat information, while muffled voices derail any sense of professionalism.

Why This Problem Persists

• Inadequate network resources or unreliable connections quickly degrade voice calls.
• Misconfigured microphones and speaker settings often prevent agents from hearing the phone ring or cause customers to struggle to hear the agent.
• Various external factors, like background noise or conflicting audio applications, further compromise quality.

Through our work at Operata, we’ve encountered numerous scenarios where simple misconfigurations go unrecognized for weeks. Traditional monitoring tools might show call durations or basic connection stats but fail to pinpoint the exact cause of garbled or one-way audio. This lack of visibility allows minor flaws to escalate, souring customer interactions.

Insights from Operata’s CX Observability
Operata unifies data from networks, hardware, and agent environments, presenting a real-time view of each call’s quality. Instead of sifting through guesswork, you see detailed information about packet loss, audio jitter, and which device and device settings are in use. This new approach finds recurring call-quality threats that hamper your team’s productivity.

When call quality problems emerge, our platform highlights the source, such as conflicting application settings, so you can address it promptly. In many cases, these issues can be corrected without turning to lengthy IT investigations. By restoring clarity to your calls, you maintain customer trust, and you give your agents the confidence that their voices are being heard clearly.

Headsets and Microphones: The Operata Perspective

Even the best workforce struggles if agents use inadequate headsets or low-quality microphones. Internal laptop microphones may suffice for casual chats, but they’re rarely suitable for critical customer conversations. We’ve seen how lesser-known headset brands or internal mics lead to muffled voices or feedback loops.

Challenges with Devices

• Some agents opt for convenience over performance, resorting to whichever headset is within reach.
• Wireless headsets can pair and unpair unexpectedly, causing abrupt shifts to internal mics.
• Agents may choose to skip headsets entirely to avoid discomfort or in some cases to preserve a hairstyle. Regardless of the why it leaves customers with low-quality, echo-laden or distant audio.

Because Operata focuses on CX Observability, we track the specific devices connected during each call. If an agent suddenly switches to an internal microphone, the drop in audio quality becomes immediately apparent. Instead of guesswork, you have immediate confirmation that a device change is responsible.

Operata’s Approach

• Device-Level Data: We capture details on headsets, microphones, and speakers to ensure agents stick to approved, high-quality hardware.
• Configuration Guidance: Our platform surfaces insights on background noise and microphone positioning, helping teams refine audio clarity without manual trial and error.
• Continuous Monitoring: If audio quality drops mid-call due to a switch in devices, Operata helps you spot it so you can quickly recommend a fix.

This focus on device consistency allows teams to operate with far fewer disruptions. Agents know what’s expected of them, customers enjoy crisp voice clarity, and managers can confidently address performance gaps with data-driven feedback.

Avoiding Browser Incompatibility

Cloud-based contact centers rely heavily on browsers to drive softphones and real-time communications. At Operata, we’ve observed how quickly updates to Chrome or Edge introduce unanticipated errors. Occasionally, new versions break established features, or older versions become unsupported entirely.

Common Browser Pitfalls

• Agents might forget to update their browsers or install unvetted versions.
• Hybrid agents with multiple devices could run inconsistent versions, generating confusion when diagnosing issues.
• CCaaS providers often only certify specific browser builds, which can conflict with corporate or third-party BPO policies.

When calls start failing, it’s easy to blame the network or the contact center platform. In reality, the culprit could be an untested browser version that doesn’t support certain voice protocols. Without CX Observability, verifying the exact browser details for every agent can be time-consuming, particularly with a distributed workforce.

Operata’s Solution
Operata automatically gathers browser type and version data for each call. If an agent is on an unsupported version, you’ll know right away, sparing you hours of guesswork. Our platform helps set enterprise-wide standards so you can maintain consistent performance across multiple regions and partner environments.

By driving uniform browser usage and verifying compatibility with each call, you improve call stability and dramatically reduce the frequency of random disconnects. This structured approach pays off in fewer service tickets, less downtime, and happier agents who no longer scramble to troubleshoot unknown browser glitches in the middle of calls.

Securing Optimal Network Performance

Reliable networks are the backbone of any CCaaS environment. Unfortunately, not every agent has access to a dedicated corporate connection. Many rely on home Wi-Fi, which can introduce unpredictable latency, jitter, and packet loss. In some cases, agents must also connect through a VPN for security or compliance, and that extra layer can intensify network strain, leading to abrupt call drops or degraded audio. At Operata, we’ve found that these factors frequently trigger service disruptions that traditional monitoring often can’t pinpoint until after tickets pile up.

Why Network Issues Flourish

• Household internet speeds may look solid on paper, but many ISPs prioritize download rates over steady upload performance, particularly critical for real-time voice communication.
• Wi-Fi networks can be overcrowded by streaming services, gaming consoles, or other bandwidth-hungry devices sharing one router.
• VPN requirements add another layer of encryption and routing, amplifying latency or packet loss for agents trying to deliver seamless customer experiences.

Without CX Observability, identifying these network limitations often requires a deep dive into logs or wait-and-see troubleshooting. By the time a pattern emerges, customers may already be frustrated, and your agents are left apologizing rather than helping.

Operata’s Perspective

• Granular Monitoring: Our platform continuously analyzes packet flow, jitter, and latency for every call, providing a holistic view of each agent’s connection, even when VPNs are involved.
• Performance Comparisons: Operata ranks each agent’s network health, showing who struggles with poor Wi-Fi, congested VPN tunnels, or ongoing packet loss.
• Empowered Decision-Making: Data-driven insights guide whether an agent should switch to Ethernet, close bandwidth-heavy applications, or adjust VPN usage to reduce call disruptions.

When network performance is optimized, everything else works better. Agents handle fewer escalations and customers enjoy more dependable interactions. By unifying these insights, Operata ensures you never have to fly blind when it comes to connectivity.

Underperforming Agent Hardware

At Operata, we consistently see aging hardware drag down contact center performance. Agents often juggle multiple applications, each competing for CPU cycles and memory. If a laptop can’t keep pace, call quality suffers. Audio might lag behind speech, or the system could freeze unexpectedly.

Hardware Challenges

• Outdated operating systems or older devices with insufficient CPU cores can struggle to keep browser-based contact center applications stable.
• Agents frequently run numerous browser tabs, tools, and collaboration apps, creating resource bottlenecks.
• Manual attempts to diagnose performance drains waste time and rarely address root causes.

When hardware fails, overall productivity drops, frustration builds among both customers and agents. Many organizations don’t have the data to see exactly how hardware specifications correlate with call performance.

Operata’s Approach to CX Observability

• Agent Device Profiling: Our platform captures CPU speeds, memory usage, and builds for every active device.
• Resource Insights: We show real-time and historical data on how agents’ devices perform during calls.
• Proactive Identification: If a PC starts showing performance weaknesses, you can intervene early, potentially upgrading hardware or redistributing workloads before issues escalate.

By treating hardware health as a key part of CX Observability, you move beyond band-aid solutions. Operata shines a light on precisely which machines are struggling and why, helping you make informed decisions about refresh cycles, device allocation, or agent workstation setups.

Overlooked Software and Patch Management

Various software components keep a contact center running smoothly, in addition to browsers. From CCaaS clients to OS-level patches, uncoordinated updates or missed security fixes invite complications. Operata sees how fragmented software versions can sabotage calls in subtle but alarming ways.

Why Software Management Falls Short

• Automatic updates can trigger at inconvenient times, hijacking CPU resources mid-call.
• Third-party BPOs may not follow the same patch schedules, creating version mismatches that impede collaboration.
• Some teams delay updates to avoid perceived risks, but staying on outdated software often causes bigger problems down the line.

Agents might not realize that failing to patch their systems can degrade call quality or break crucial features. Standard monitoring solutions rarely capture these background variables, leaving you in the dark until repeated glitches force a deeper dive.

Operata’s CX Observability Perspective

• Consolidated View: Our platform provides an overview of all critical software in use, including version numbers, so you can spot inconsistent patching.
• Coordinated Updates: By understanding how each update affects contact center performance, you can schedule rollouts strategically.
• Reduced Downtime: Preventative maintenance is simpler when you know exactly which software demands urgent attention.

With visibility into software and patch management, you maintain a stable environment for agents who rely on up-to-date tools. This proactive stance drastically cuts down on sudden outages or call disruptions.

The Complexity of Shared Accountability

Contact center infrastructures span multiple technical and operational teams, each with distinct objectives, budgets, and timelines. From security updates to software rollouts, changes in one area can cause ripple effects elsewhere. Operata has witnessed how siloed teams can unintentionally undermine each other when they lack a single source of truth.

Why Silos Emerge

• Network engineers focus on bandwidth and latency, rarely checking how these metrics intersect with agent hardware or software versions.
• CCaaS administrators remain fixated on browser compatibility, while workforce management teams concentrate on scheduling.
• Security teams might push urgent patches without coordinating with contact center leaders, causing forced reboots and unexpected downtime.

By unifying data across all these domains, CX Observability empowers everyone to see the bigger picture. Operata’s platform ensures that decisions reflect an end-to-end viewpoint, reducing the risk of departmental misalignment.

How Operata Helps Cross-Function Collaboration

• Cross-Functional Visibility: Presenting real-time operational and technical data in a single interface helps unify objectives.
• Root Cause Clarity: When an issue arises, teams can quickly see which factor triggered it instead of blaming each other or guessing.
• Adaptive Planning: Managers can coordinate updates, expansions, or relocations with full awareness of potential consequences on call quality.

This collaborative approach removes barriers between teams, so every stakeholder can confidently deliver on their part of the service. Instead of repeated finger-pointing, you get streamlined workflows that maintain consistent call experiences.

Real-World Example from Operata

A contact center supporting a major retailer, initially, had agents work in-house, so the environment was uniform. As the company expanded, it introduced a hybrid workforce spread across multiple states or countries. Suddenly, call quality plummets, service tickets piled up, and both managers and IT teams struggled to isolate the cause.

By implementing Operata’s CX Observability:

• The organization quickly discovered a significant portion of calls are failing due to outdated headsets and suboptimal Wi-Fi connections.
• Browser version mismatches reveal themselves, as some remote agents were running older releases that conflict with the CCaaS platform.

With these insights, the retailer replaced outdated audio equipment, enforced standard browser versions, and adjusted staffing to balance experience levels. Within weeks, they reported fewer service tickets, faster call resolution times, and higher customer satisfaction. Instead of battling multiple unknowns, their leadership team leveraged a single source of truth: Operata’s CX Observability.

Tangled Web of Small Issues

None of the operational or technical issues mentioned are catastrophic in isolation. A single outdated driver or a minor scheduling oversight rarely destroys a contact center. However, these issues combine to create a domino effect of negative interactions, mounting costs, and organizational tension. Operata advocates a holistic approach because partial visibility often masks how these smaller pieces interlock.

• Poor audio adds time and frustration to every call, fueling more tickets and straining morale.
• Misaligned browser versions lead to periodic call failures that erode customer trust.
• Patch management gaps and hardware shortcomings make it harder for agents to do their jobs effectively.
• Suboptimal scheduling leaves your best agents swamped, while others sit idle, intensifying existing struggles.

By weaving CX Observability into everyday processes, you can tackle these overlapping challenges cohesively. Each improvement, whether it’s upgrading a headset or standardizing a browser, contributes to a stronger, more resilient service.

Conclusion: Operata’s Vision for CX Observability

Invisible problems erode the customer experience and can frustrate your internal teams if left unresolved. Operata believes the strongest contact centers are built on transparency, where technical details and operational realities merge into a single lens. By delivering end-to-end CX Observability, we help you remove roadblocks that otherwise sabotage daily interactions.

Our analysis of 148,000 calls with agent feedback revealed that over half involved audio issues. Beyond that, factors like outdated browsers, poor headsets,  and unpatched software, compound to create a challenging work environment for agents and an unpredictable experience for customers.

Through Operata, you gain the power to track critical metrics in real-time, from network integrity to device performance. You connect the dots between minor technical glitches and major customer dissatisfaction. That’s the essence of CX Observability, a single source of truth that encourages proactive fixes, swift resolutions, and continuous improvement.

As contact centers contiinue to migrate to  CCaaS platforms and remote work models, the ability to see and address issues at their root level becomes increasingly important. By partnering with Operata, you transform intangible obstacles into solvable tasks. Agents, customers, and leadership teams all benefit from a more stable, efficient service.

Seamless customer experiences and better connections begin with real-time visibility. When you can see what’s happening at every layer, from headsets to browsers, software to schedules, you can intervene before small headaches turn into major disruptions. Operata’s CX Observability approach harmonizes these insights in one place, ensuring your contact center operates at its fullest potential.

External Resource

For additional perspectives on contact center trends and the importance of comprehensive monitoring, see Gartner’s Insight on CCaaS Trends. Staying informed about broader industry shifts can help you contextualize your CX Observability initiatives and maintain a competitive edge.