InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Call recording? Understand the capital requirements and where they are aligned in your contact center.

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

MiaRec

NOVEMBER 16, 2022

In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence.

Call Center 98

Call Center ROI Return on Investment Contact Center 98

NobelBiz

NOVEMBER 20, 2023

NobelBiz OMNI+ is a comprehensive omnichannel contact center solution designed to enhance customer interactions across diverse channels, including voice, email, chat, and social media. If you want to learn more about training and benchmarking in contact centers, join Christian in this podcast episode featuring Bruce Belfiore.

System 103

System Communication Contact Center Self Service 103

NobelBiz

MAY 21, 2024

An inbound call center primarily handles incoming calls from customers seeking assistance, information, or support. These contact centers are designed to provide exceptional customer service and support through various features and technologies. How does an Inbound Call Center Work?

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Thematic

JANUARY 27, 2019

Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the rest of the company, simply because the analysis of mountains of data they collect may seem daunting. Unstructured data is data that isn’t stored in a fixed record length format. Case study.

Data 59

Data Customer Service How To Contact Center 59

NobelBiz

SEPTEMBER 24, 2024

A good onboarding means faster ROI and a more positive user experience. The average call center handles approximately 4,400 calls per month, with about 48 missed calls. Its strong predictive dialing and omnichannel support make it a perfect solution for contact centers seeking to scale up their operations.

Contact Center 52

Contact Center Call Center Omni-Channel CRM 52

Talkdesk

DECEMBER 7, 2017

When it comes to evaluating a new sales tool, there’s a simple way to determine a solution’s ROI: find out how much money it brings in. At Talkdesk , we project revenue totals based on four data points: number of agents, number of calls each agent makes in a day, conversion rate and average deal size. It’s as easy as that.

Sales 4

Sales ROI Contact Center Call Recording 4

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

GlowTouch

DECEMBER 10, 2020

Which leads directly to the next consideration: Predictive analytics and machine learning: every interaction between a customer and a service agent contains numerous data points, whether this involves chat transcripts, phone call recordings, the questions or issues that are raised, and so forth. About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

OpinionLab

JANUARY 14, 2019

These predictive capabilities informed the client what elements of the experience to improve to achieve the highest ROI. Foresee was able to use its methodology to calculate overall CSAT, primary CSAT drivers, and likely future behaviors. The additional annual revenue and cost savings from this project were estimated to be $19 Million.

Analytics 60

Analytics Measurement Call Recording Feedback 60

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. The combination of macro and micro insights centered on real-life examples makes these monthly sit-downs more productive for managers and more meaningful for Gear Geeks. 15% improvement in first contact resolution. Real-Time Micro-Coaching.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. The combination of macro and micro insights centered on real-life examples makes these monthly sit-downs more productive for managers and more meaningful for Gear Geeks. 15% improvement in first contact resolution. Real-Time Micro-Coaching.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Natalie Petouhof

SEPTEMBER 26, 2016

In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. The service is built on the WebRTC framework and runs on a redundant global network of nine data centers on four continents.

System 40

System Communication Tools ROI 40

Thematic

JULY 15, 2024

For many decades, traditional analytics methods were used to analyze contact center data. How conversational analytics fits into the Voice of the Customer (VoC) Contact center managers and quality assurance specialists are moving from speech analytics to conversational analytics.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40