InMoment XI

OCTOBER 31, 2024

Leverage automated workflows for activities like updating records to save time that agents can utilize for other calls. Average Call Abandonment Rate If customers have to wait longer than expected, they will likely hang up out of frustration. For example, are they hesitant when offering solutions?

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

MARCH 14, 2025

This data could include: Customer call recordings (or transcriptions of those recordings) Customer feedback (surveys) Written customer interactions (email, chat, helpdesk) 4. Analyze Data Interpreting call center metrics starts with identifying patterns: what issues surface the most frequently?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. Average Speed of Answer (ASA) : How quickly are calls being answered? Another critical metric is the Call Abandonment Rate.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Calabrio

MARCH 22, 2025

Implement a reliable contact center call recording solution to record interactions and begin the process of turning every conversation into a source of actionable insights. Transfer Rate: The percentage of calls transferred to another agent or department. High CSAT scores indicate effective service delivery.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

OCTOBER 29, 2024

Text and Sentiment Analysis Contact center speech analysis refers to the analysis of unstructured data from call recordings, call transcripts, live chat, email interactions, etc using NLP and machine learning algorithms to pick up on recurring themes and emotions within conversations. Let’s understand each of them.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 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