Average Handle Time Customer emotions Marketing Metrics 
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.
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.
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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.
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. Once these exchanges are analyzed, it’s essential to use social listening tools to learn what customers are saying about your brand on the web. Use different kinds of customer surveys.
VocalCom
AUGUST 26, 2019
Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.
Callminer
AUGUST 6, 2019
There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Optimizing the customer experience is a great way to get new customers.
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. While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty.
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