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. What are the Benefits of Conversational Analytics?

Social Media 260

Social Media Average Handle Time Contact Center Call Recording 260

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Use call recordings and performance metrics to review service delivery and provide constructive feedback.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Magellan Solutions

OCTOBER 4, 2023

You may gather feedback after the call through surveys like Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Customer satisfaction insights can also be gathered through customer reviews or testimonials. First Call Resolution This metric shows how efficient and effective your phone answering service is.

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

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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

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. He states, “In the organizations… who do a much better job, they kind of close what we call insights-to-performance gap. Data Is Not The Issue. They’ve got that.

Customer Service 86

Customer Service Call Center Contact Center Measurement 86

Kustomer

JULY 16, 2020

Listen to the full podcast below for his valuable insights on how companies can transform their agents into a revenue center. He states, “In the organizations…who do a much better job, they kind of close what we call insights-to-performance gap. The process was what evolved over time, based on the resources they had.

Customer Service 52

Customer Service Call Center Contact Center Sales 52