How Conversation to Completion moves contact centers past containment

For years, contact centers measured success by containment: how many calls never reached a human agent. That metric increasingly misses the point, since a call can be contained and still leave the customer without an actual answer. The shift underway is toward conversation to completion, tracking whether an interaction actually resolved what the customer called […] The post How Conversation to Completion moves contact centers past containment appeared first on SiliconANGLE .