InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.
InMoment XI
OCTOBER 31, 2024
As a result, it’s important to deliver a positive call center experience that meets customer expectations. The best way to get started is by tracking and monitoring call center metrics. What Are Important Call Center Metrics to Measure? A lower ASA improves the contact center experience by reducing wait times.
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BlueOcean
APRIL 7, 2025
And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Potential contact center partners should be able to articulate their breadth of AI capabilities and the processes that unleash their value. We want to make it easy for you.
BlueOcean
MARCH 24, 2025
When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. The contact center SOW is the framework for your relationship. Thats where a formal Statement of Work (SOW) comes into play.
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While KPIs can be based on any activity that’s important to your business, choosing the right ones will give you quantifiable data that demonstrates the value that your contact center provides, both to your organization’s senior executive team and your own members in the contact center.
InMoment XI
MARCH 14, 2025
In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Analyzing call center performance is the path to improvementbut youve got to do it right.
eglobalis
MARCH 30, 2025
For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Many businesses have grown frustrated with this one-size-fits-all metric. Fifth Third Bank, a U.S.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.
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Improving lead efficiency is critical to driving profitability for your outbound contact center. By analyzing the right reporting metrics to get your true CPA, you can use smart dialing strategies in real time and dramatically improve contact rates.
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
This session will cover key metrics used to determine ROI. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX. The case for investing in CX initiatives.
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
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In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.
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