A complete guide to contact center or call center testing with tools and techniques:
A Contact Center Testing is a type of testing done on Omnichannel customer journeys to thoroughly examine the transition points of communication. It tests voice, IVR, email, SMS and chat communication points.
In the changing age of different types of customers, expectations are much higher than they were ever before.
Companies need to meet or exceed customer expectations with the best possible customer service. So, companies need a system to meet those higher expectations of customers consistently and compete with others to stay successful in the market.