aircall

JULY 7, 2021

Call center analytics collects information from all your customer interactions, analyzes it, and turns it into actionable insights. 6 Types of Call Center Analytics. Similar to speech analytics, call center text analytics use artificial intelligence to detect keywords, tone, and patterns in customer conversations.

Call Center 62

Call Center Analytics Self service Sales 62

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Need a hand? Contact us here.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Pointillist

JULY 25, 2018

Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Handpicked related content: How to measure customer experience beyond NPS ]. Operational Metrics: First Call Resolution (FCR). Submit Survey.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Elevate, Scale and Promote Your Customer Journey Analytics Program Include New Data Sources Adding new data from different sources lets companies expand the depth and breadth of their analyses. The Types of Events Before getting into details of the structure of event data, it is useful to understand 4 general types of events.

Analytics 43

Analytics Metrics Government Journey mapping 43