ABSTRACT
A P r a c t i c a l G u i d e t o Cal l C e n t e r T e c h n o l o g y Chapter 15
The emerging market of tactical call center tools for com pliance purposes and quality monitoring is being prematurely described as Customer Experience Management. The end game here, however, has more to do with the ability to richly index and map customer transactions for a host of other customer experience and revenue improvement purposes, than with liter al voice recording.
