Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. They will also help you train your customer service reps in de-escalation. Insights from data analytics can help create new product designs or services. Launching new initiatives.

Feedback 94

Feedback Best practices Analytics Surveys 94

JustCall

MARCH 14, 2023

Here are some ways companies can leverage data and insights to personalize the customer experience: Segmentation Companies can use customer data to group customers into segments based on shared characteristics such as demographics, behaviors, and preferences.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Balto

NOVEMBER 28, 2023

Introduction to Call Center Quality Management Defining Quality Management in Call Centers Call center quality management comprises the processes and practices that involve monitoring and evaluating call center agent performance for the purpose of improving it to ultimately enhance the overall customer experience.

Quality management 52

Quality management Call Center Management Contact Center 52

VocalCom

JULY 29, 2019

These nuances must be considered when agents are given customer service goals, and their training should reflect best practices for every channel. Also, be sure to establish whether first contact resolution should take priority over other metrics such as average handling time. Give every interaction a human touch.

Contact center software 48

Contact center software Average Handle Time Contact Center Customer emotions 48

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling. Share this page on: Tweet.

Automotive 73

Automotive Best practices Banking Customer emotions 73