Thematic

DECEMBER 15, 2024

These can include open-ended responses and ratings such as NPS ( Net Promoter Scores ). 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. Consider where your data is stored and how you will combine it all in one place.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

UJET

JULY 7, 2020

Supervisors can monitor metrics and optimize performance. Benefit: Supervisors manage in real-time and adjust queues, agent assignments, and see performance metrics. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. But these metrics only show a specific perspective of the customer experience.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

UJET

JULY 7, 2020

Supervisors can monitor metrics and optimize performance. Benefit: Supervisors manage in real-time and adjust queues, agent assignments, and see performance metrics. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. But these metrics only show a specific perspective of the customer experience.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

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. Net Promoter Score (NPS): Measures customer loyalty and advocacy.

Contact Center 52

Contact Center Management Call Center Measurement 52

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

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

Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. How Should First Call Resolution Be Measured?

Metrics 40

Metrics Customer Service Contact Center Call Recording 40

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. NPS - How likely are they to recommend the service? Dashboards summarize key metrics and their drivers for stakeholders for quick assessment.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62

Thematic

JANUARY 27, 2019

Unstructured data is data that isn’t stored in a fixed record length format. In a contact center, examples can be survey comments, email, social media posts, chat transcripts, call recordings, quite a lot of different types of data. Improvements in financial metrics. Let us know if you’d like to see a demo! Case study.

Customer Service 59

Customer Service Contact Center NPS Financial 59

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

Pointillist

OCTOBER 22, 2018

An even smaller number, 21%, were confident that they shared these metrics in an actionable way. Make your CX metrics actionable. Next, I’ll describe four ways you can use AI to improve your understanding of your customer experience data and five ways to make your CX metrics actionable. Make Your CX Metrics Actionable.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Clarabridge

AUGUST 15, 2017

Once you improve the customer experience, you’ll find that your contact center metrics improve too. Advanced technology, such as Clarabridge, can help you transcribe 100% of your call recordings, along with integrating voice data with chat logs, agent notes, emails, social interactions, CRM data and more for multi-channel visibility.

Contact Center 45

Contact Center Multi-Channel Call Center Call Recording 45

CX Journey

NOVEMBER 28, 2018

You Got Your Metrics in My Journey Map! Executives love data and metrics, right? Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. You must use feedback, data, and metrics to do that. Image courtesy of Pixabay Are you adding data to your journey maps?

Call Recording 34

Call Recording Effort Score 2015 Metrics 34

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

Kustomer

AUGUST 8, 2022

Steve Richards: (02:29) Yeah, so the thing is with customer experience, so many call centers and contact centers have done a lot — omni-channel communication, they’ve done a lot to be able to measure and understand more what’s going on within customer experience right now. They’ve got that. I get a kick out of it.

Customer Service 86

Customer Service Call Center Contact Center Measurement 86

Kustomer

JULY 16, 2020

Yeah, so the thing is with customer experience, so many call centers and contact centers have done a lot — omni-channel communication, they’ve done a lot to be able to measure and understand more what’s going on within customer experience right now. They’ve got that. I get a kick out of it. You and I have seen this.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

InteractionMetrics

APRIL 16, 2024

An example of absolutist thinking is the assumption that one method, like a survey, or one metric, like Net Promoter Score, is sufficient. appeared first on Interaction Metrics. Instead, examine your customer experience from multiple angles. For example: Competitive Edge Score shows where you stand in relation to other companies.

Customer Experience 52

Customer Experience Definition Net Promoter Score 2023 52

Calabrio

APRIL 8, 2025

Within the context of this broader visibility, sentiment can be correlated with metrics like call duration, hold time, handle times, customer satisfaction scores , and more. For voice call sentiment analysis, this involves converting audio recordings into text transcripts (speech-to-text).

Contact Center 52

Contact Center Measurement Call Center Metrics 52