InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 13, 2024

The analytical insights help improve customer satisfaction and retention. Call transcription tools record calls in textual format for easier analysis. Instead of listening to a call recording all over again, you can save valuable time by skimming through a handy transcript. Accessed on 12/12/2024.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

SurveySparrow

JUNE 7, 2024

You guessed it – they have conversational analytics software. By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. That’s why conversational analytics software is crucial.

Analytics 52

Analytics Software Tools Analysis 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. All enabled by NobelBiz leading contact center technology.

Call Center 59

Call Center Self Service Software Contact Center 59

AWS Machine Learning

MAY 7, 2024

Based on a survey conducted by American Express in 2023, 41% of business meetings are expected to take place in hybrid or virtual format by 2024. The recording is transcribed to text using Amazon Transcribe and then processed using Amazon SageMaker Hugging Face containers to generate the meeting summary.

Meeting 135

Meeting Resources Call Recording Training 135

rethinkCX

JUNE 12, 2024

Related Reading: The 15 Best Customer Service Software in 2024 ) Call Recording and Quality Monitoring : Call recording and quality monitoring solutions capture and analyze customer interactions to evaluate agent performance, ensure compliance with regulations and company policies, and identify areas for coaching and training.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52