Your customer seeks continuous improvement for their Contact Center program.

Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce's pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.

References: https://help.salesforce.com/articleView?id=bi_introducing_einstein_analytics.htm