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

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

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

Calabrio

APRIL 11, 2025

Call Recording Disclosures: Ensuring agents properly inform customers when calls are being recorded, as legally required. Measuring the effectiveness of your call center training program is crucial not only to demonstrate ROI but also to identify areas for refinement.

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Calabrio

MARCH 22, 2025

Implement a reliable contact center call recording solution to record interactions and begin the process of turning every conversation into a source of actionable insights. Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation.

Contact Center 52

Contact Center Management Call Center Measurement 52

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

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 Journey Customer Satisfaction 40