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

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

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

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. Social media channels offer a wealth of information regarding your customers’ satisfaction levels. Use different kinds of customer surveys. Measure contact center metrics.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service. Average handling time is a metric that is measured by all contact centres. Reduce AHT.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

VocalCom

JUNE 11, 2018

Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. Your company must ensure that data is managed and shared efficiently with the help of a CRM solution , so that agents may offer better service. Analyze Voice of the Customer data.

Contact center software 48

Contact center software Average Handle Time Interactive Voice Response Surveys 48