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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? What to Do with VOC Data.

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How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

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2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Callminer

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. Customer Effort Score.

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What Is Customer Effort Score (CES) & Why Does It Matter?

Interaction Metrics

Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. Thats where Customer Effort Score (CES) comes in. You can use it to gauge which processes are frustrating for customers and how to remove that friction. Has this ever happened to you?

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How to Boost Efficiency and Customer Satisfaction with Contact Center Analytics

Global Response

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

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Call Center Metrics Best Practices

Callminer

Although the immediate concerns of agents in need of assistance and other urgent needs are readily apparent from a manager’s perspective, raw data on customer satisfaction, speed, and more can only be captured through targeted analytics. Service level describes the number of services provided to customers over time.