Every contact has a digital story behind it.
You're measured on contact volume, containment, handle time, agent productivity, and CSAT. But many of those outcomes are influenced long before a customer contacts support. Customers don't wake up wanting to call you. Most contacts begin with a digital experience that didn't go as planned.
Quantum Metric helps you see exactly what happened before the customer called.
Quantum Metric helps organizations understand what customers experience on their websites and mobile apps. We show where customers struggle, what creates friction, and how those issues drive contact center volume.
Most contacts begin with a digital experience that didn't go as planned. Quantum Metric connects customer behavior on digital channels with contact center interactions — so teams can identify what's driving contacts, where self-service is failing, and which issues are worth fixing first.
Those tools tell you what customers reported. Quantum Metric shows what actually happened. Instead of hearing that customers were frustrated, you can see the exact experience that led them to contact support — and measure how many customers were affected.
Because the data being collected on your digital experiences is already answering questions you've been trying to solve. You just haven't been connected to it yet. This isn't about onboarding new software — it's about getting access to evidence that already exists, and using it to build business cases that get acted on.
Organizations generally focus on three areas:
- Fewer unnecessary contacts — teams using QM data to identify digital friction typically see 15–20% reductions in avoidable contacts
- More productive agents — GenAI summaries of customer digital behavior give agents context before the conversation starts
- Higher CSAT — when friction is removed upstream, customers arrive less frustrated and issues get resolved faster
Most solutions help you manage contacts after they happen. Quantum Metric helps you understand why they happened in the first place. By connecting digital behavior to contact center outcomes, teams can move upstream, prevent avoidable contacts, and build stronger business cases for change.
Ready to see what your customers experienced before they called?
Michelle Brigman
Contact Center Practice Lead
Quantum Metric
Michelle has spent her career helping contact center teams improve customer outcomes. She can show you how organizations are using existing Quantum Metric data to uncover contact drivers, improve self-service, and strengthen collaboration between digital and support teams.
Book time with Michelle