InMoment XI

OCTOBER 31, 2024

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

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

DECEMBER 13, 2024

Call transcription tools record calls in textual format for easier analysis. These transcripts help identify customer trends and areas of improvement in agent performance. Instead of listening to a call recording all over again, you can save valuable time by skimming through a handy transcript.

Call Center 195

Call Center Contact Center Social Media Metrics 195

SurveySensum

SEPTEMBER 19, 2022

Such as a SaaS company would focus on the product features, if the newly launched feature is liked by the customer or not. An automotive company would focus on the reviews of the car. An eCommerce brand would focus on how long a customer is browsing or for how long a customer is keeping items in the cart. In a nutshell.

Voice of Customer 52

Voice of Customer Social Media Feedback Touchpoint 52