Analytics Customer emotions Metrics Quality management 
Beyond Philosophy
MAY 23, 2024
This could have been more efficient for both employees and customers, and it is likely that senior management would never have known it was happening. Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees.
Beyond Philosophy
NOVEMBER 8, 2017
Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Maybe it’s just analytical complacency. Back even further, to the era of Total Quality Management.
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NobelBiz
AUGUST 3, 2021
The perks of Speech Analytics Because of the evolution of conventional systems and the application of new technologies, customer services can now analyze increasingly huge amounts of data, which has become critical for spotting optimization or transformation opportunities in near real-time. Are you focusing on the right KPIs?
Playvox
FEBRUARY 1, 2024
To be truly meaningful, the information you gather across channels and customer interactions should consider what is behind the words, to reveal customer sentiment—the human emotion reflected in linguistic nuances and language patterns. What Is Customer Sentiment Analysis? But there are proven methods for success.
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.
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