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. Quality Assurance (QA) Call centers use quality assurance (QA) to monitor their customer service quality.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

MARCH 14, 2025

This data could include: Customer call recordings (or transcriptions of those recordings) Customer feedback (surveys) Written customer interactions (email, chat, helpdesk) 4. Analyze Data Interpreting call center metrics starts with identifying patterns: what issues surface the most frequently?

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.

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

Thematic

DECEMBER 15, 2024

For example, if you have many voice call recordings you’ll probably need to convert them to text before you can upload them to your AI analysis tool. Customer Effort Score (CES) Customer Effort Score expresses how hard or easy it is for customers to interact with an organization.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 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). 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

UJET

MARCH 28, 2019

Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed. Customer support agents help customers resolve issues with the extra goal of building brand loyalty.

Call Recording 56

Call Recording Metrics Loyalty Customers 56