CSM Magazine

MARCH 20, 2025

Implement Robust Security Measures When setting up a new contact center, implementing robust security measures is essential to protect sensitive customer data, ensure compliance with regulations, and safeguard the business from potential threats.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

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. Measuring the Impact of Contact Center Sentiment Analysis Implementing sentiment analysis is just the beginning. Higher scores indicate greater satisfaction.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Retently Businesses of all sizes No-code survey creation Easily collect feedback across channels Automated follow-up surveys Precise NPS measurement $50 per month 4.7

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

BlueOcean

DECEMBER 4, 2019

The fact is, your compliance is measured based on your entire credit card data environment, and that may include partners, vendors, and third-party companies you use to process credit card information. Neither is it stored in your or your outsourcer’s software system or in call recordings.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

BlueOcean

SEPTEMBER 17, 2020

Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more. Schedule your Technical Transition kick-off meeting.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.

Contact Center 52

Contact Center Management Call Center Measurement 52

Kustomer

APRIL 29, 2021

To learn more about recording customer calls and capitalizing the data, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Call Recordings Are the Secret to Better Customer Support | With Steve Richard” on Spreaker.

Call Recording 85

Call Recording Customers Sales Contact Center 85

CustomerSuccessBox

FEBRUARY 20, 2022

Measure customer health scores to know how your customers are performing in real time. Before stepping into measuring one, it’s important to know why it is used. Pro tip: Three most effective ways to measure churn and increase retention rate. Secondly , measure the number of times those actions occurred.

Measurement 52

Measurement 2022 Customer Success B2B 52

SurveySensum

OCTOBER 29, 2024

Text and Sentiment Analysis Contact center speech analysis refers to the analysis of unstructured data from call recordings, call transcripts, live chat, email interactions, etc using NLP and machine learning algorithms to pick up on recurring themes and emotions within conversations. Let’s understand each of them.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact.

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

InMoment XI

DECEMBER 13, 2024

Recognizing patterns like these helps optimize performance, staffing, and call center strategies. Benefits of a Call Center Dashboard A call center dashboard streamlines the process of measuring agent performance and customer experiences. Call transcription tools record calls in textual format for easier analysis.

Call Center 195

Call Center Contact Center Social Media Metrics 195

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

Contact Center 63

Contact Center Call Recording Document ROI 63

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Upstream Works

DECEMBER 11, 2018

But adding on channels in an ad hoc manner created a big challenge – namely how to manage multiple bolted-on systems and still provide a consistent and measurable experience? The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

Totango

JULY 17, 2024

Once you have that foundation, you can determine the metrics or proxy metrics to measure and benchmark. This is especially useful for providing executives with an initial view of a customer’s status before hopping on a call with them. At the same time, you can build out new opportunities to drive that value.

Sales 100

Sales Metrics Customer Success Call Recording 100

Stella Connect

MARCH 5, 2018

As part of this ongoing strategy, RevZilla took a hard look at how it could measure and improve performance across its front-line team. Call recordings or chat / email transcripts are then pulled and reviewed. Enter Stella Connect. Harnessing the Customer’s View of Service Performance.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

As part of this ongoing strategy, RevZilla took a hard look at how it could measure and improve performance across its front-line team. Call recordings or chat / email transcripts are then pulled and reviewed. Enter Stella Connect. Harnessing the Customer’s View of Service Performance.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Pointillist

NOVEMBER 11, 2019

Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” The reason? Customer behaviors vary across different channels.

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

Playvox

APRIL 21, 2023

Quality Management Analysts Quality assurance used to mean hours of listening to customer service reps’ call recordings and checking off boxes if they met all the requirements of a call. For chat, you want to measure performance in areas like writing skills, empathy, and First Contact Resolution.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Avaya

JANUARY 29, 2019

After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

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). By measuring CSAT frequently, you know whether your CSAT (and therefore FCR) is trending in the right direction or not.

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

InteractionMetrics

AUGUST 14, 2024

If you have complicated situations at your company that you need your service staff to handle masterfully , that’s another opportunity for a customer service consulting firm to measure and improve your performance. When we can, we augment this with your call recordings, chat documentation, etc.

Consulting 52

Consulting Customer Service Call Recording Customer Service Training 52

Talkdesk

FEBRUARY 20, 2019

In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown. In fact, SICOM technology is used in 30,000 restaurants in 62 countries.

Contact Center 47

Contact Center Call Recording 2018 Events 47

NICE inContact

OCTOBER 17, 2019

Call recording? Driving measurable improvements to your contact center through digital channels is an exceptional measure in reshaping the way your contact center operates. What technologies exist today? Understand the capital requirements and where they are aligned in your contact center.

Contact Center 48

Contact Center Return on Investment Government E-support 48

Calabrio

SEPTEMBER 26, 2024

Data-Driven Insights: Quality monitoring provides data that can be used to optimize workflows and drive strategic decision-making, making it easier to improve business outcomes in a measurable way. Whether its the contact center or the sales team, users benefit from a consistent and intuitive experience.

Contact Center 52

Contact Center Call Recording Management Healthcare 52

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. This not only leads to dissatisfaction but also increases the likelihood that customers will abandon the call or, even worse, switch to a competitor or complain on social media.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

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.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

ProProfs Chat

JANUARY 29, 2020

At the end of the day, the corrective measures you take will determine the relationship you share with your customers. Review Chat Logs, Emails & Call Recordings. To identify lapses, you need to regularly monitor and review call recordings, emails, social media messages, and chat history.

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

ChurnZero

NOVEMBER 11, 2020

Gold, the defacto measurement of wealth in most societies. The call and these key moments are then synced directly into ChurnZero, where the data is combined with other key information from multiple platforms to identify risk within any given account. And these conversations are GOLD! The benchmark for safe investments.

Call Recording 85

Call Recording Customer Success Customers Leadership 85

Magellan Solutions

OCTOBER 4, 2023

Monitor and Measure Performance To monitor and measure the performance of the phone answering service, you need to track key metrics that indicate how well the professional answering service handles customer calls and how satisfied your customers are with the service.

Social Media 52

Social Media Average Handle Time Customer Satisfaction Call Recording 52

Calabrio

MARCH 4, 2025

How Conversation Intelligence Works The core of conversation intelligences functionality is taking call recordings and running this data through speech-to-text AI models, then analyzing text-based data from emails, chats, surveys, social feeds, and more to make sense of the context of the conversations.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

OpinionLab

JANUARY 14, 2019

At Foresee we focused on CX measurement. Our premise was that to deliver business value you need a customer satisfaction (CSAT) measurement that is based on scientific principles; it must be reliable, precise and accurate. Measurement is bad – because it is just a score and does NOT provide actionable insight.

Measurement 60

Measurement Call Recording Feedback Contact Center 60

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

CSM Magazine

SEPTEMBER 8, 2023

But these efforts are often minimised by poor quality headphones, incomplete call transcriptions, and clunky systems that all negatively impact mental wellbeing and productivity. And it is only natural for agents to feel frustrated if they are consistently falling behind on their goals.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Ann Michaels and Associates

JUNE 15, 2020

Perform a deep analysis of your call records. Consider how many calls are subsequently transferred into other departments. Rather than focus on the NPS itself, make exceeding customer expectations part of your call center’s goal. So How Do You Boost Your Net Promoter Score? 1) Truly Listen to the Customer.

NPS 59

NPS Net Promoter Score Customer Experience 2003 59

Kustomer

AUGUST 8, 2022

Richards notes that measuring just to measure and having data is not going to help improve the situation. He states, “In the organizations… who do a much better job, they kind of close what we call insights-to-performance gap. The whole point, why do you measure a sprinter? Why do you time a skier? I get a kick out of it.

Customer Service 86

Customer Service Call Center Contact Center Measurement 86

Thematic

JULY 15, 2024

Speech analytics looks at both the acoustic elements of speech – tone, pitch, speed – as well as the words spoken during customer service calls. Its main use is to measure call quality and agent performance. These metrics are key to measuring customer service teams.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62