Call Recording Communication Interaction 
InMoment XI
APRIL 22, 2025
It helps you test messaging, support strategies, marketing campaigns, and experience variations to optimize interactions, streamline support processes, and improve the overall user experience. CI tools automate this process by using machine learning and natural language processing (NLP) to scan through large volumes of customer communication.
CX Accelerator
JUNE 8, 2020
Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.
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InMoment XI
OCTOBER 31, 2024
You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Active Waiting Calls Addressing a single call successfully is one thing, but how do your agents handle larger volumes?
GetFeedback
JANUARY 19, 2020
Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Text from sales team interactions. .
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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.
BirdEye
JUNE 14, 2023
Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?
CSM Magazine
MARCH 27, 2025
Unusual Call Volume Peaks: Sudden surges in contact volume without corresponding seasonal drivers could point to underlying process errors or inadequate resources. For example, spikes in call volume related to billing queries could indicate unclear invoicing processes. Manual steps like these often indicate areas ripe for automation.
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