Transforming Contact Centre Metrics with QPC’s Tracxion Platform
Contact Centres today are awash in metrics but starved for meaning. Traditional KPIs and disconnected survey systems do not explain why customers struggle, what journeys break, or how to guide agents in real time. The result: strategic blind spots for the boardroom and daily friction for the frontline.
This paper explores how QPC’s Tracxion platform closes the loop across customer experience measurement and management. By uniting real-time behavioural scoring (CES), immediate post-interaction sentiment (NPS), and contextual analysis of intent and emotion, Tracxion enables an operational intelligence layer that finally delivers on the promise of personalised, predictive, and proactive CX.
The Disconnect Between Experience and Insight
For decades, Contact Centres have run on output metrics: calls answered, average handle time, occupancy, wrap codes. NPS entered the boardroom as a promise of customer-centricity, but its link to frontline operations remains tenuous at best.
The problem isn’t measurement. It’s orchestration.
- Orchestration between channels
- Orchestration between operational data and customer outcome data
- Orchestration between Marketing’s digital journey and the Contact Centre’s live response
Without unified, real-time insight, CX becomes reactive and fragmented. This is where Tracxion breaks through.
Tracxion's Closed-Loop CX Intelligence Framework
Real-Time CES (Customer Effort Score)
- Generated automatically from customer journey behaviours
- Available to agents, dashboards, and routing engines
- Predicts likely sentiment and intent based on journey history
Triggered NPS and Feedback Ingestion
- Surveys sent immediately post-interaction
- Linked to the full journey, CES, agent, and outcome
- Ingested for correlation and root cause analysis
Contextual Understanding
- Determines reason for contact through NLP and metadata
- Identifies emotional drivers of effort or dissatisfaction
- Powers predictive analytics and agent guidance
Why Legacy Models Fail
Legacy systems often separate digital and voice data, use lagging and sampled NPS disconnected from operations, and lack journey context or emotional understanding. They present agents with static records rather than dynamic guidance, resulting in low NPS response rates, hidden contact reasons, and missed coaching opportunities.
The Strategic Benefits of Loop Closure
For Operations:
Understand what causes effort, not just where it occurred, and equip agents in real-time with predictive sentiment and context.
For CX Teams:
Optimize self-service and journeys based on cause, not guesswork, and link NPS and CES for clear improvement attribution.
For the C-Suite:
View real-time dashboards connecting loyalty, effort, and operational friction, and see the state of customer sentiment in live, actionable terms.
Toward the Future: The Rise of the CX Intelligence Layer
Just as CRMs unified customer data for Sales, and CDPs unified identity for Marketing, Tracxion creates a real-time intelligence layer for Customer Experience.
Its unified model does not replace platforms - it activates them. CES, NPS, context and emotion come together to inform routing, resourcing, coaching, journey design, and board-level strategy.
Conclusion: Listen Everywhere. Understand Everything.
The future of CX performance is not about more data. It’s about interrelated insight.
Tracxion empowers organisations to:
- Understand sentiment as it’s forming
- Connect cause and outcome
- Guide agents and operations in the moment
In doing so, it bridges the historical gaps between Marketing and Operations, Digital and Assisted, the Boardroom and the Contact Centre.
The loop is closed. The insight is live. The experience is yours to transform.