VocalCom

AUGUST 26, 2019

Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

VocalCom

AUGUST 7, 2017

Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

VocalCom

MAY 29, 2017

An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys. Well-timed customer feedback surveys are essential to understanding customer emotions. Analyze customer satisfaction metrics.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

Balto

NOVEMBER 28, 2023

Some of these metrics include: First Call Resolution (FCR) Rate: Quantifies the percentage of inquiries that are fully resolved from the initial interaction, without requiring call rerouting or follow-up calls. Not to mention, customer surveys tend to be skewed.

Quality management 52

Quality management Call Center Management Contact Center 52