InMoment XI

OCTOBER 31, 2024

Quality Assurance (QA) Call centers use quality assurance (QA) to monitor their customer service quality. A QA score is generated based on a scorecard after reviewing call recordings and interactions. The scores are used to determine if agents are offering the efficient services expected from them.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InteractionMetrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Tools like chat transcripts or call recordings offer additional insight. Monitor Conversations in Real Time Listening to live interactions or reviewing recordings helps measure if agents apply workshop teachings and follow service standards.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

InMoment XI

DECEMBER 13, 2024

Customer Experience Customer Experience (CX) dashboards focus on the customers interaction with the call center. They monitor customer experience KPIs like Net Promoter Score (NPS), Customer Effort Score (CES), and resolution time. Call transcription tools record calls in textual format for easier analysis.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

SurveySensum

DECEMBER 30, 2024

Source: G2 , CustomerGauge Review, Sep 11, 2024 2. ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

rethinkCX

JUNE 12, 2024

Customer Satisfaction (CSAT) : CSAT measures customers' satisfaction levels with the service provided by the call center. High CSAT scores indicate positive customer experiences. Net Promoter Score (NPS) : NPS measures the likelihood of customers to recommend the company's products or services to others.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

Talkdesk

OCTOBER 29, 2020

The company was seeking insight into low net promoter scores (NPS) and brand loyalty. a call recording or specific notes) automatically in a CRM, making for an end-to-end mobile workforce solution that helps all employees deliver more personalized CX. They can also save interaction details (e.g.,

Trends 50

Trends Net Promoter Score Insurance CRM 50

rethinkCX

JUNE 12, 2024

Customer Satisfaction (CSAT) : CSAT measures customers' satisfaction levels with the service provided by the call center. High CSAT scores indicate positive customer experiences. Net Promoter Score (NPS) : NPS measures the likelihood of customers to recommend the company's products or services to others.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52