Today's enterprises face a complex network of management requirements, as real-time voice and data, and asynchronous applications compete for valuable network resources. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided.
Knowing this is key, especially because voice remains the number one point of contact for customers who want to reach support. If this experience is not executed without flaws, it can cause friction in the customer experience and impact an enterprise's bottom line. Spearline CMO, Mike Palmer, agrees with this notion, and in a recent sit down with UC Today, he shared:
"Any interruptions or flaws in the delivery of communications services can have a notable influence on the human-to-human conversation and quality of the voice channel. It will also impact the quality of the conversion and the outcome of the conversation"
Taking the AQM Leap is Worthwhile
Institutions that focus on audio quality management give priority to mission-critical customer communication. And investing in international inbound toll-free and toll monitoring services can have a meaningful impact on an organization - even if leadership is not aware that some of its calls fail to connect, according to Palmer.
Consequently, decreased revenue and reduced customer loyalty may become a reality for companies that fail to leverage the strength of audio quality management. "Only about four percent of consumers give feedback to support improvement (i.e., complain). Technical issues may have a repeated impact," he added.
What does AQM do for CX?
Taking a systematic approach to audio quality management supports continuous CX improvement, according to Palmer. He even stressed that enterprise leaders must take a proactive stance on audio quality management. He added, "Opting to find issues before customers do, means enterprises no longer rely on customers to alert them when something goes awry."
