CSM Magazine

SEPTEMBER 29, 2022

Infinity , the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Infinity’s call data shows that there was a week-on-week increase of 50.1% About Infinity.

Data 52

Data Average Handle Time Telecommunications Automotive 52

Natalie Petouhof

SEPTEMBER 1, 2016

[ii] “Red Cross Does PR Disaster Recovery on Rogue Tweet”, Todd Wasserman, Mashable, February 16, 2011, [link]. iv] “Gilbert Gottfried Fired as Aflac Duck after Japanese Tsunami Tweets”, Huffington Post, March 14, 2011, [link]. [v] iii] “#McDStories: When a Hashtag Becomes a Bashtag”, Kashmir Hill, Forbes, January 24, 2012, [link]. [iv]

ROI 45

ROI Social Media Airlines Customer Service 45

Stella Connect

JUNE 25, 2018

Tracking how many calls come in from the same number within a set period of time is the most straightforward. Speech analytics can also help by looking for indicators like, “Last time I called…” You can also use real-time, agent-level feedback requests to ask customers whether their issue was resolved. Cross-train agents.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Tracking how many calls come in from the same number within a set period of time is the most straightforward. Speech analytics can also help by looking for indicators like, “Last time I called…” You can also use real-time, agent-level feedback requests to ask customers whether their issue was resolved. Cross-train agents.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Kustomer

JULY 1, 2021

He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. So NSI and then NBI are a customer facing entity, really specializes in human behavior analytics. Tom and I go way back. Tom Rieger: (01:26).

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98