Average Handle Time Customer emotions Metrics 
Return Customer
JANUARY 6, 2016
In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. In other words, metrics do not tell the whole story. What Metrics Are Important for Exceptional Customer Service?
Fonolo
JANUARY 12, 2023
With an AI boost, predictive call routing can help personalize a customer’s experience by considering the customer’s call history, communication style, and even personality and matching them with an agent best suited to their needs. . AI is Providing Next-Level Analytics .
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Eptica
JULY 25, 2018
Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics. How to choose the right customer experience platform for your organization.
Callminer
AUGUST 6, 2019
Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. And when a customer wants to talk to an agent, the hand-off is easy. Speech/text analytics.
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.
VocalCom
MAY 29, 2017
How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys.
CSM Magazine
SEPTEMBER 17, 2020
Voice analytics detects phrases and words based on a database designed by the user and can provide data that breaks down patterns and trends in phone calls with customers and contribute an observation of customers emotions and intents. Average handling time is a metric that is measured by all contact centres.
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