Call Recording CRM Effort Score 
InMoment XI
OCTOBER 31, 2024
Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. A low score indicates obstacles or sub-optimal structures that make it difficult for agents to achieve their goals. You can improve AES by leveraging call center management software like InMoment.
Calabrio
MARCH 5, 2025
Customers who have their issues resolved quickly and efficiently are significantly more likely to report high satisfaction levels, driving up overall CSAT scores. Implement a CRM that integrates with your contact center, providing agents with complete customer history.
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Experience Investigators by 360Connext
OCTOBER 17, 2023
However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. WHY are we collecting feedback ?
Calabrio
MARCH 4, 2025
In fact, with new developments in technologies like generative AI (GenAI), conversation intelligence tools can now be trained on very large data sets, called Large Language Models (LLMs), which can be used to surface more accurate and trustworthy insights. This is a crucial differentiator among conversation intelligence solutions.
InteractionMetrics
NOVEMBER 21, 2024
This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Tools like chat transcripts or call recordings offer additional insight. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS).
InMoment XI
DECEMBER 13, 2024
A call center dashboard is a centralized digital interface providing real-time insights into call center performance. It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic.
InMoment XI
MARCH 21, 2025
Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.
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