Call Recording Customer Relationship Management Metrics 
Experience Investigators by 360Connext
OCTOBER 17, 2023
However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centric organization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!
InMoment XI
MARCH 21, 2025
Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. Other factors to consider include: Sentiment analysis : Your tool should be able to gauge whether customers feelings toward your brand are positive, neutral, or negative based on their tone and word choice.
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Talkdesk
FEBRUARY 16, 2021
Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics.
Thematic
DECEMBER 15, 2024
These can be a good way to gauge customer sentiment related to the customer service experience as well as wider issues. CRM Data and Ticket Logs Data from CRM (Customer Relationship Management) systems can be useful to combine with sentiment insights. Higher scores indicate greater satisfaction.
TechSee
AUGUST 26, 2024
Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. Agents should be trained to address customers by their names and reference their past interactions.
Call Experts
SEPTEMBER 15, 2023
Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Technology Integration: Leverage customer relationship management (CRM) systems and call center software to streamline call-handling processes and access customer information efficiently.
Magellan Solutions
OCTOBER 4, 2023
Which in turn ensures that it meets your standards to increase customer satisfaction. Here are the key performance indicators (KPIs) that measure the service quality of the phone answering service: Customer Satisfaction How happy are your customers with your phone answering service?
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