As customer expectations continue to rise in the age of digital transformation, many businesses have found themselves stuck in the rut of outdated quality metrics and management methods. Despite the increasing need for adaptability and innovation, the majority of companies have not significantly altered their customer satisfaction management practices in years.

Assuming your company is already using cutting-edge quality metrics methodologies, such as leveraging AI-enabled transcription and pushing results to agents in near real-time, you're still not quite there yet. The industry's best practices must evolve.

To remain competitive and deliver exceptional experiences, businesses need to re-evaluate their approach to customer service. The key is focusing on evolving quality metrics and tailoring processes and outcome expectations for each contact type and sub-type.