CSM Magazine

SEPTEMBER 8, 2023

But these efforts are often minimised by poor quality headphones, incomplete call transcriptions, and clunky systems that all negatively impact mental wellbeing and productivity. All of which leads to a drop in waiting time and misunderstandings, which always increases average handling time (AHT).

Brands 59

Brands Average Handle Time Call Recording Technology 59

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). By measuring CSAT frequently, you know whether your CSAT (and therefore FCR) is trending in the right direction or not.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). By measuring CSAT frequently, you know whether your CSAT (and therefore FCR) is trending in the right direction or not.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40