81% of companies recognize customer experience (CX) as a competitive differentiator. That means your contact center needs to work hard to stand out and positively impact customer retention and satisfaction. How do you know where to start making improvements? One thing is for sure – you can’t rely on your customers to tell you. A typical business only hears from 4% of its unhappy customers – and 91% of them say they won't do business with that company again. By leveraging solutions such as Quality Management, you can pinpoint areas for improvement and position your contact center to deliver outstanding customer experiences.