InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. Start with a few CX metrics like NPS and CSAT to build an initial use case. This step encourages the use of customer experience metrics to improve business processes.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

OCTOBER 29, 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. With the award-winning InMoment AI, you can then capture analytical insights from the feedback. How Do You Measure Customer Loyalty Analytics?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. AI-Driven Text Analytics and Conversational Analytics offer businesses a way to surface deeper insights from customer interactions.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

JULY 11, 2024

Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. Historically, it has been difficult to quantify metrics from customer calls. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics?

Analytics 195

Analytics Contact Center e-support Healthcare 195

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model.

Banking 195

Banking Customer Experience Effort Score Financial 195

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

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers. References Statista.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Happy customers are more likely to become repeat customers and brand advocates.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. 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. References WOWAPPS.

Feedback 195

Feedback Management Social Media ROI 195

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? Optimizing resource allocation via predictive analytics: By analyzing historical data and patterns, AI predicts when call volumes will likely peak and allocate resources accordingly. Request a demo now.

Measurement 100

Measurement How To Self Service Contact Center 100

InMoment XI

JANUARY 19, 2024

Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Your business can use analytics to drive success and improve customer experiences. What is Prescriptive Analytics? What is the Primary Goal of Prescriptive Analytics?

Analytics 195

Analytics Course Retail Resources 195

Thematic

MARCH 2, 2025

That’s where Thematic text analytics comes in. With 70% of companies expected to adopt NLP for sentiment analysis by 2025, the future of customer feedback lies in advanced text analytics—and Thematic is leading the way. That’s the challenge. Let’s explore why.

Analytics 62

Analytics Social Media Net Promoter Score Effort Score 62

ECXO

FEBRUARY 3, 2025

Example: A prospective customer requests a demo of your service. The reactive team takes several days to respond, by which time the competitor has already provided a demo and a proposal. Monitor customer satisfaction metrics (e.g., Actions You Can Take: Regularly ask customers how you can improve their experience.

Sales 247

Sales Customer Experience e-support Examples 247

Comm100

DECEMBER 10, 2024

While this might sound like marketing-speak to many, these are critically important metrics that any iGaming operator should pay close attention to. You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Request a demo today Request Demo 5.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

InMoment XI

NOVEMBER 7, 2024

You can track this by monitoring pre-selected customer experience metrics to identify trends, understand customer preferences, and detect any drop-offs in the automated journey. Advanced analytics features, like sentiment analysis and feedback segmentation, allow brands to uncover deep insights and make impactful, real-time improvements.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Calabrio

MARCH 4, 2025

Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. Whichever metrics you deem important will help you identify areas of improvement and ways to deliver better a better customer experience at every step of the way.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100

InMoment XI

NOVEMBER 26, 2024

The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage. These metrics can help you drive transformative action within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. In fact, 66% of customers expect companies to understand their needs.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

OCTOBER 30, 2024

It leveraged the InMoment CX platform, especially its text analytics and case management features, for this purpose. Also, it captured analytical insights from feedback that provided a clearer picture of customer satisfaction levels. What are the best Customer Experience Metrics for Insurance Companies to Measure?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? First call resolution is far more than just a metric; it’s a direct reflection of your customer service effectiveness and significantly impacts your business’s bottom line. Utilize analytics tools for real-time dashboards and call recording for detailed interaction analysis.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Why is Call Center Text Analytics important? How Does Contact Center Text Analytics Software Work?

Call Center 52

Call Center Analytics Contact Center Analysis 52

SurveySensum

OCTOBER 29, 2024

That’s where contact center analytics comes into play. With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience. What is Contact Center Analytics? However, what are the benefits of contact center analytics? Let’s find out!

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

CloudCherry

AUGUST 13, 2019

Yes, metrics are a crucial element of every successful CX program. With metrics, you can establish a clear performance baseline and track trends based on actions you take over time. Wouldn’t it be great to have a crystal ball that lets you know exactly what to do to have the biggest impact on your anchor metrics?

Data 218

Data Net Promoter Score Effort Score Analytics 218

eglobalis

SEPTEMBER 16, 2024

Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience. However, using CRM systems and customer analytics, businesses can track customer behavior and tailor interactions to their specific needs.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Thematic

JANUARY 28, 2025

Maybe you’ve heard about tools like text analytics but aren’t sure how they work or where to start. This beginner’s guide will walk you through how text analytics works , from gathering raw feedback to uncovering the trends that drive smarter decisions. Your text analytics tool will have to clean it.

Analytics 62

Analytics Analysis Social Media Effort Score 62

Calabrio

MARCH 5, 2025

With Calabrio ONE VoC analytics tools , you can upgrade contact center performance by centralizing conversations from multiple sources in one place. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can? Book a free demo today to learn more.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Data-driven insights from tools like desktop and process analytics help identify bottlenecks and ensure that technology supports business goals.

Contact Center 130

Contact Center Management Strategy Call Center 130

Brandwatch CX

JULY 6, 2022

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. But if you’re looking for a free Twitter analytics tool that can do more, this list will come in handy. That being said, let’s take a look at some of the best free Twitter analytics tools currently available.

Analytics 140

Analytics Tools Analysis Travel 140

CloudCherry

MARCH 28, 2019

Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. Translating descriptive analytics into tangible action insight is tricky. Get a free demo.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. 💡 Pro Tip: Modern text analytics applications can automate the categorization process, making it faster and more accurate. Tracking metrics like satisfaction scores and customer lifetime value ensures that your CX investments translate into measurable financial gains.

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

Calabrio

MARCH 4, 2025

Businesses can track key metrics related to agent performance, customer satisfaction, and operational efficiency across all channels. Chatbot analytics tools can improve bots ability to handle more queries, freeing up agents to focus on more complex issues. Reporting and Analytics: Its all about visibility.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

InMoment XI

OCTOBER 19, 2023

Chatbots, virtual assistants, and AI-driven analytics are some of the advanced features offered by these solutions. Text analytics : Whether it’s a call transcript, an online chat, or social media interaction, having text analytics capabilities is crucial in a successful contact center solution.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

BirdEye

FEBRUARY 24, 2025

Google My Business analytics gives you a behind-the-scenes look at how potential customers discover and engage with your business listing on Google. With the right analytics, you can turn profile views into actions like phone calls, direction requests, and website visits, driving real business growth.

Analytics 52

Analytics Metrics Tips Report 52