Call Recording Customer Relationship Management Metrics 
Experience Investigators by 360Connext
OCTOBER 17, 2023
However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centric organization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!
NobelBiz
JANUARY 28, 2025
Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.
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InMoment XI
MARCH 21, 2025
Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. Other factors to consider include: Sentiment analysis : Your tool should be able to gauge whether customers feelings toward your brand are positive, neutral, or negative based on their tone and word choice.
Talkdesk
FEBRUARY 16, 2021
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 You rely on outdated analytics and business success metrics.
Thematic
DECEMBER 15, 2024
These can be a good way to gauge customer sentiment related to the customer service experience as well as wider issues. CRM Data and Ticket Logs Data from CRM (Customer Relationship Management) systems can be useful to combine with sentiment insights. Higher scores indicate greater satisfaction.
NobelBiz
NOVEMBER 19, 2024
Follow-ups and long-term customer relationship management are especially important. Omnichannel Interaction Management Today’s customers engage with brands through multiple channels such as phone calls and emails and social media and live chat.
TechSee
AUGUST 26, 2024
Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. Agents should be trained to address customers by their names and reference their past interactions.
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