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Conversational Analytics: Powerful Data Behind Business Transformation

InMoment XI

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
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Call Recording Software for Contact Centers

NobelBiz

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it.

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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. Don’t be afraid of leveraging goals like “Full implementation of a new AI-powered Customer Relationship Management (CRM) system.” Your leaders might never interact with a CRM system or understand its importance.

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Call Center Dashboard: Track and Analyze Call Volume for Business Growth

InMoment XI

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. It improves customer experiences.

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Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

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.

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What is Call Queuing and Why Does It Matter?

NICE inContact

You can route calls based on geography, real-time call center KPIs such as current service level, and other criteria. . Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent. .

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7 signs you are stuck in customer experience survival mode

Talkdesk

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.