InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

MARCH 14, 2025

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance. But how do you do that?

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Contact Center 52

Contact Center Management Call Center Measurement 52

InMoment XI

DECEMBER 13, 2024

It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic. The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance.

Call Center 195

Call Center Contact Center Social Media Metrics 195

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). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

Thematic

JULY 15, 2024

For many decades, traditional analytics methods were used to analyze contact center data. How conversational analytics fits into the Voice of the Customer (VoC) Contact center managers and quality assurance specialists are moving from speech analytics to conversational analytics.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62

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). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.

Call Center 40

Call Center Effort Score Customer Journey Customer Satisfaction 40