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. This option encourages customers to provide relevant details that will help you make better decisions.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Insights 195

Insights Sales Interaction Metrics 195

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. These transcripts help identify customer trends and areas of improvement in agent performance.

Call Center 195

Call Center Contact Center Social Media Metrics 195

CSM Magazine

JULY 27, 2021

Call center scripting software usually covers the entire flowchart and branches of interactions an agent might go through with the customers, starting from introducing themselves, registering the customer’s complaint, or asking them for their feedback on the service. Forwarding concise and concrete information.

Call Center 52

Call Center Telecommunications Automotive Call Recording 52

SurveySensum

SEPTEMBER 19, 2022

An automotive company would focus on the reviews of the car. It enables businesses to sift through call records of customers and spot the most commonly used phrases, customer sentiments while on call, etc. Moreover, you can also slice and dice the data based on your requirements. In a nutshell.

Voice of Customer 52

Voice of Customer Social Media Feedback Touchpoint 52