InMoment XI

OCTOBER 31, 2024

For example, if an agent spends 6 of 8 hours on calls, their utilization rate is 75%. Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

DECEMBER 13, 2024

A call center dashboard is a centralized digital interface providing real-time insights into call center performance. It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic.

Call Center 195

Call Center Contact Center Social Media Metrics 195

CX Accelerator

FEBRUARY 12, 2018

Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can come from outside sources such as social channels, product review sites, or other online communities. It can even be in the form of free text responses in surveys. Set up listening posts where it matters.

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital.

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

Thematic

JULY 15, 2024

Data Import Data import is the step where the conversational analytics tool collects the raw data from all sources, call recordings, chat transcripts, social media etc. We call them "Analysis tools" Each one answers a specific question, e.g. Why is customer effort score on the rise?

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62

InteractionMetrics

APRIL 16, 2024

Yes AI, but focus on human connections. For example: Competitive Edge Score shows where you stand in relation to other companies. Brand Compliance Score gauges the extent to which your interactions support the pillars of your brand. Subtle customer questions work best. Always assume there’s room to improve.

Customer Experience 52

Customer Experience Definition Net Promoter Score 2023 52

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40