When does a company deliver a positive or enjoyable customer experience? A company delivers a positive or enjoyable experience to a customer only when the customer perceives an experience to be positive or enjoyable. Now more than ever, consumers realize that they have options regarding the companies that they choose to engage with. Consumers also compare interactions with one company to interactions that they have with other companies regardless of industry. If a customer receives 5-star service at a hotel when traveling, it should be safe to assume that same customer will expect or at the least desire the same level of service from every other company they interact with. In this webinar, you will learn about a neural-net adaptive learning technology that uses demographic, psychographic, and performance variables in real time to optimize agent performance and improve the call center experience for both the customer and the agent.