The contact center is the frontline where customer meets company. In a perfect world if you can capture 100% of contact center data in order to run some analysis on anything, you’ll find out quickly what customers are complaining about, what products are hits, and what internal processes are broken.
Or, if the on-hold music is crap and tarnishes your corporate brand. For example, Apple. Do you expect to hear distorted on-hold music when calling the birthplace of the iPod, MacBook Air, iPhone, and iPad? Of course not. Because consumers have come to expect near perfection and attention to details with the Cupertino company.