InMoment XI

OCTOBER 31, 2024

This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. 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.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

MARCH 14, 2025

For example, some call centers may be focused on a certain performance metric like speed or efficiency, while others might be prioritizing positive customer service outcomes in response to a string of unpleasant online reviews. Just because you can measure it doesnt mean its the right metric for what you need to learn.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 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. It highlights areas of improvement.

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.

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. They use data-driven insights to help balance operational efficiency with customer service needs.

Contact Center 52

Contact Center Management Call Center Measurement 52

Thematic

JULY 15, 2024

Both speech analytics and conversational analytics both extract insights from customer conversations, but with a slightly different focus. Speech analytics looks at both the acoustic elements of speech – tone, pitch, speed – as well as the words spoken during customer service calls.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62