2024 Call Recording Interaction 
InMoment XI
OCTOBER 31, 2024
You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Active Waiting Calls Addressing a single call successfully is one thing, but how do your agents handle larger volumes?
Calabrio
NOVEMBER 18, 2024
Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge.
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Calabrio
MARCH 5, 2025
In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. To calculate FCR: Track all interactions initiated by customers within a given period, such as one month. Divide FCR by the total number of calls in a specific time and multiply by 100.
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. Why is Conversational Analytics Important?
AWS Machine Learning
FEBRUARY 21, 2025
Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions. Theres no waiting in silence, which is even more important in non-face-to-face conversations (such as contact center interactions).
InteractionMetrics
NOVEMBER 21, 2024
Improving customer service is more crucial than ever in 2024. A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? How did it compare to your ideal customer interaction? Tools like chat transcripts or call recordings offer additional insight.
InMoment XI
DECEMBER 13, 2024
Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. Therefore, a positive call center experience is essential for business growth. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls.
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