InMoment XI

OCTOBER 31, 2024

Quality Assurance (QA) Call centers use quality assurance (QA) to monitor their customer service quality. A QA score is generated based on a scorecard after reviewing call recordings and interactions. 39 Call Centre Statistics You Need to Know in 2024 ( [link] ). Accessed 30/10/2024. Accessed 10/30/2024.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

SEPTEMBER 3, 2024

By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. Conversational analytics platforms first collect conversational data from various sources like call recordings, chat logs, emails, and social media interactions.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

InteractionMetrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Tools like chat transcripts or call recordings offer additional insight. Monitor Conversations in Real Time Listening to live interactions or reviewing recordings helps measure if agents apply workshop teachings and follow service standards.

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

Calabrio

NOVEMBER 18, 2024

Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge.

2024 52

2024 Contact Center Call Recording Books 52

SurveySparrow

JUNE 7, 2024

7 Best Conversational Analytics Software in 2024 Here’s a breakdown of the top 7 contenders in 2024: SurveySparrow DialerHQ CallRail Gong Avoma MeetGeek HubSpot Sales Hub 1. Top features: Advanced call management : Get customizable call forwarding, voicemail transcription, and call recording options.

2024 52

2024 2026 Omnichannel Contact Center 52

SurveySensum

DECEMBER 30, 2024

Source: G2 , CustomerGauge Review, Sep 11, 2024 2. The lack of a streamlined user management system can lead to inefficiencies, making it challenging to scale your operations smoothly. Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

InMoment XI

DECEMBER 13, 2024

Call transcription tools record calls in textual format for easier analysis. Instead of listening to a call recording all over again, you can save valuable time by skimming through a handy transcript. Accessed on 12/12/2024. References Zendesk.

Call Center 195

Call Center Contact Center Social Media Metrics 195