InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments.

Social Media 260

Social Media Average Handle Time Contact Center Call Recording 260

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Magellan Solutions

OCTOBER 4, 2023

Determine what you want to achieve with your call-answering service. Is it to increase customer satisfaction by having 24/7 support, reduce missed calls, and improve first-call resolution rates? You may expect that calls are handled consistently and professionally by providing precise and concise instructions.

Social Media 52

Social Media Average Handle Time Customer Satisfaction Call Recording 52

CSM Magazine

OCTOBER 30, 2019

CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers? Data is central to success when it comes to creating dynamic CX and actionable strategic business intelligence.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

Advertisement

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

Kustomer

AUGUST 8, 2022

Throughout his career, Richards has been committed to helping companies continually improve by understanding the data and customer experience. Listen to the full podcast below for his valuable insights on how companies can transform their support function from a cost center into a revenue driver. Data Is Not The Issue.

Customer Service 86

Customer Service Call Center Contact Center Measurement 86

Kustomer

JULY 16, 2020

Throughout his career, he’s been committed to helping companies continually improve by understanding the data and the customer experience. Listen to the full podcast below for his valuable insights on how companies can transform their agents into a revenue center. The process was what evolved over time, based on the resources they had.

Customer Service 52

Customer Service Call Center Contact Center Sales 52