Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. SMS text, live chat and email), contact center software has evolved to enable agents to interact via these additional channels. Social media. Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Totango

APRIL 16, 2019

Once you learn how to increase product adoption rates, customers often become brand evangelists who tell their friends, family and social media contacts about your product. External adoption and adoption flags are the most critical metrics. How to Measure Product Adoption Rates.

Enterprise 74

Enterprise SaaS Social media contact Education 74

Serenova

OCTOBER 22, 2019

One way to accomplish this is to identify and track the right combination of metrics with a performance management solution like CxEngage Scoreboard. The flood of customer requests during the holiday season at your contact center will come via chat, email, text and personal messaging, as well as the phone.

Contact Center 64

Contact Center Social media contact Average Handle Time Wait times 64

3CLogic

MARCH 12, 2021

Customer experience (CX) is the sum of all interactions a customer has with an organization, whether that be when they use the product or service, when they email the help desk for support, or when they come across the company on social media. The less time a customer has to listen to your hold jingle, the happier they’ll be.

Contact Center 52

Contact Center Customer Experience Social media contact Enterprise 52