A missed opportunity is a specific point in a customer interaction where an agent could have taken a reasonable step to improve the customer outcome or the business outcome, but the step was not taken. It can show up as failing to ask a key question, not confirming understanding, not offering an appropriate solution, or not setting expectations that would prevent confusion later.
Operationally, missed opportunities matter because they often drive repeat contacts, escalations, lower first-contact resolution, and inconsistent customer experiences. Tracking them helps leaders identify coaching needs, refine call flows and knowledge content, and reduce avoidable rework while maintaining compliance and service standards.
