Share this article RESTON, Va., April 28, 2021 /PRNewswire/ -- Clarabridge, a global leader in Customer Experience Management (CEM) for the world's top brands, announced today its integrated The rapid shift to remote work and new online service models over the past year fundamentally changed the way customers interact with companies. Contact centers and consumers had to adapt and evolve quickly. At the heart of this transformation are QM and service teams, which are pressured to deliver a consistently high quality of service across all channels. But this is not easy to do. IDG research reports that only 15% of CIOs say their companies do "very well" in maintaining a consistent user experience across all communication channels. That is because most QM processes in contact centers still rely on expensive call sampling, manual inputs and do not score the variables that really matter in a consistent, transparent and unbiased way. Coaching is often subjective and sporadic, leaving agents feeling disenfranchised. Contact centers need a better solution to cope with the rapid acceleration of digital transformation.