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<?xml version="1.0" encoding="UTF-8"?><rss version="2.0" xmlns:content="http://purl.org/rss/1.0/modules/content/" xmlns:wfw="http://wellformedweb.org/CommentAPI/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:sy="http://purl.org/rss/1.0/modules/syndication/" xmlns:slash="http://purl.org/rss/1.0/modules/slash/" xmlns:media="http://search.yahoo.com/mrss/" > <channel> <title>InMoment</title> <atom:link href="https://inmoment.com/feed/" rel="self" type="application/rss+xml" /> <link>https://inmoment.com</link> <description></description> <lastBuildDate>Wed, 02 Jul 2025 16:32:18 +0000</lastBuildDate> <language>en-US</language> <sy:updatePeriod> hourly </sy:updatePeriod> <sy:updateFrequency> 1 </sy:updateFrequency> <generator>https://wordpress.org/?v=6.7.1</generator> <image> <url>https://inmoment.com/wp-content/uploads/2020/09/Favicon-150x150.png</url> <title>InMoment</title> <link>https://inmoment.com</link> <width>32</width> <height>32</height></image> <item> <title>Building an Omnichannel Customer Experience in Retail</title> <link>https://inmoment.com/blog/omnichannel-retail-experience/</link> <dc:creator><![CDATA[Stuart Richards]]></dc:creator> <pubDate>Wed, 02 Jul 2025 06:00:00 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">http://prodim2020.wpengine.com/consumers-want-experiences-not-just-transactions-retail-cx-trends-you-need-to-know/</guid> <description><![CDATA[Find out how to ease call center pressure with CX-friendly tactics that deflect volume, improve satisfaction, and streamline operations.]]></description> <content:encoded><![CDATA[<p>Retail customers today expect more than transactions; they demand experiences that seamlessly connect every touchpoint of their journey. Whether browsing on mobile during their commute, researching products online at home, or visiting your physical store, customers want consistency, convenience, and personalization at every step. The brands that master this integrated approach don’t just satisfy customers; they build loyalty that drives sustainable growth.</p> <p>It used to be that retailers considered the four “P’s” of marketing when pushing their wares to consumers: product, price, promotion and place. Today, however, not many brands can rely on a single “P” to differentiate, but are instead dependent on one big “E:” experience. Building an omnichannel customer experience in retail isn’t just a competitive advantage; it’s essential for survival in today’s market where customers have unlimited options and sky-high expectations.</p> <h2 class="wp-block-heading"><strong>What Is an Omnichannel Retail Experience?</strong></h2> <p>An omnichannel retail experience integrates all customer touchpoints (online, mobile, in-store, social media, and customer service) into one cohesive, seamless journey. Unlike multichannel approaches that operate touchpoints in silos, omnichannel creates a unified ecosystem where customers can move fluidly between channels without friction or inconsistency.</p> <p>This means a customer can research a product on your mobile app, add it to their cart, visit your store to try it on, complete the purchase online, and return it at a physical location (all while receiving consistent messaging, pricing, and service quality). The experience feels effortless because behind the scenes, all systems, data, and teams work together to support the customer’s preferred way of shopping.</p> <h2 class="wp-block-heading"><strong>Why Is Omnichannel Retail Important for the Customer Experience?</strong></h2> <p>Omnichannel retail transforms convenience from a nice-to-have into a foundational expectation. According to <a href="https://capitaloneshopping.com/research/omnichannel-statistics/" target="_blank" rel="noreferrer noopener">recent research</a>, 73% of customers use multiple channels during their shopping journey, and companies with strong omnichannel strategies retain 89% of their customers compared to 33% for those with weak strategies. Additionally, <a href="https://www.uniformmarket.com/statistics/omnichannel-shopping-statistics" target="_blank" rel="noreferrer noopener">omnichannel shoppers deliver 30% higher lifetime value</a> than single-channel customers.</p> <p>The approach improves customer experience by meeting customers wherever they are in their buying journey. Instead of forcing customers to adapt to your preferred channels, <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a> lets them choose how, when, and where they want to engage. This flexibility creates deeper personalization opportunities, as each interaction across channels provides data that enhances the overall experience.</p> <p>Customers also value the reduced effort that comes with omnichannel experiences. When inventory, preferences, and purchase history are synchronized across all touchpoints, customers spend less time repeating information and more time enjoying seamless, efficient interactions that respect their time and preferences. <a href="https://firework.com/blog/omnichannel-statistics" target="_blank" rel="noreferrer noopener">Research shows</a> that omnichannel marketing campaigns achieve 287% higher purchase rates than single-channel campaigns.</p> <h2 class="wp-block-heading"><strong>Who Should Own Omnichannel Customer Experience Within the Business?</strong></h2> <p>Creating effective omnichannel experiences requires cross-functional ownership that breaks down traditional organizational silos. While customer experience (CX) teams often lead the strategic vision and measurement, successful implementation demands collaboration across marketing, product, operations, IT, and customer service departments. <a href="https://inmoment.com/blog/retail-customer-experience/">Retail customer experience</a> success depends on this unified approach.</p> <p>The most effective approach establishes a dedicated omnichannel team with representatives from each key function, led by a senior executive who can drive alignment and remove barriers. This team should include CX managers who understand customer journey mapping, marketing leaders who control messaging and brand consistency, operations managers who handle inventory and fulfillment, and IT specialists who ensure technical integration.</p> <p>Customer Experience and Insights Managers typically own the measurement and optimization of the experience, using feedback tools and analytics to identify improvement opportunities. However, without buy-in and active participation from every department that touches the customer, even the best CX strategy will fail to deliver the seamless experience customers expect.</p> <h2 class="wp-block-heading"><strong>What Makes an Effective Omnichannel Customer Experience?</strong></h2> <p>Effective omnichannel experiences share five critical elements that work together to create seamless customer journeys. First, channel integration ensures all touchpoints communicate with each other in real-time, sharing customer data, inventory levels, and interaction history to prevent frustrating disconnects. <a href="https://www.bettercommerce.io/blog/omnichannel-statistics-every-business-needs-to-know-for-2024" target="_blank" rel="noreferrer noopener">Studies indicate</a> that 74% of consumers research online before visiting physical stores, making this integration essential.</p> <p>Unified customer data forms the foundation, creating a single source of truth about each customer’s preferences, behaviors, and history that every channel can access and update. This eliminates the need for customers to repeat information and enables personalized experiences regardless of how they choose to engage.</p> <p>Consistency across all touchpoints—from visual branding to pricing to service quality—builds trust and reinforces brand recognition. Customers should feel they’re interacting with the same company whether they’re on your website, in your store, or speaking with customer service.</p> <p>Personalization leverages unified data to tailor experiences based on individual customer preferences, purchase history, and behavior patterns. This might include personalized product recommendations, relevant offers, or customized communication preferences. <a href="https://wisernotify.com/blog/customer-experience-stats/" target="_blank" rel="noreferrer noopener">Research demonstrates</a> that 80% of customers are more likely to purchase when they receive personalized choices.</p> <p>Finally, seamless handoffs between touchpoints ensure customers can start an interaction in one channel and continue it in another without losing context or momentum. Whether moving from online browsing to in-store purchase or from chat support to phone support, the transition should feel natural and effortless.</p> <h2 class="wp-block-heading"><strong>How to Build an Omnichannel Retail Experience Step by Step</strong></h2> <p>Building a successful omnichannel retail experience requires a systematic approach that prioritizes customer needs while ensuring operational efficiency. The following steps provide a roadmap for creating experiences that truly connect every touchpoint in your customer’s journey.</p> <h3 class="wp-block-heading"><strong>1. Segment Your Customers and Build Personas</strong></h3> <p>Understanding your customers forms the foundation of every effective omnichannel strategy. Start by analyzing customer data to identify distinct segments based on demographics, shopping behaviors, channel preferences, and purchase patterns. Look beyond basic information to understand motivations, pain points, and decision-making processes.</p> <p>Create detailed personas for each key segment, including their preferred channels, typical journey paths, and specific needs at different stages. For example, busy professionals might prioritize mobile-first experiences with quick checkout options, while product enthusiasts may prefer detailed online research followed by in-store consultations. These personas will guide channel prioritization, messaging strategies, and experience design decisions.</p> <h3 class="wp-block-heading"><strong>2. Select and Prioritize Your Channels</strong></h3> <p>Not every channel deserves equal investment. Analyze where your target customers actually spend their time and prefer to engage, then focus resources on optimizing these high-impact touchpoints. Consider both current usage patterns and emerging trends that might affect future preferences.</p> <p>Prioritize channels based on customer preference, business impact, and your ability to deliver excellent experiences. A boutique retailer might focus on Instagram, email, and in-store experiences, while a large electronics retailer might prioritize mobile apps, physical stores, and customer service chat. The key is doing fewer channels exceptionally well rather than spreading resources too thin across every possible touchpoint.</p> <h3 class="wp-block-heading"><strong>3. Map and Analyze the Full Customer Journey</strong></h3> <p>Create comprehensive journey maps that trace every interaction customers have with your brand, from initial awareness through post-purchase support. Include all touchpoints—paid advertising, social media, website visits, store interactions, customer service contacts, and follow-up communications.</p> <p>Identify pain points, friction, and opportunities at each stage. Pay special attention to moments when customers transition between channels, as these handoffs often create the most frustration. Use this analysis to prioritize improvements that will have the biggest impact on customer satisfaction and business results.</p> <h3 class="wp-block-heading"><strong>4. Unify and Integrate Customer Data Across Channels</strong></h3> <p>Create a single, real-time view of each customer by connecting data from all sources—online behavior, in-store purchases, mobile app usage, customer service interactions, and beyond. This requires integrating your technology stack, including customer relationship management (CRM) systems, point-of-sale (POS) systems, inventory management, and customer service platforms.</p> <p>Invest in customer data platforms (CDPs) or similar technologies that can consolidate information from multiple sources and make it accessible across all channels. Ensure data flows in real-time so that a customer’s online cart is visible to in-store associates, purchase history informs customer service interactions, and preferences gathered in one channel enhance experiences in others.</p> <h3 class="wp-block-heading"><strong>5. Ensure Consistent Branding and Messaging</strong></h3> <p>Maintain a unified brand voice, visual identity, and messaging strategy across every channel and touchpoint. This consistency builds trust and reinforces brand recognition, making customers feel confident they’re receiving the same quality experience regardless of how they choose to engage.</p> <p>Develop comprehensive brand guidelines that cover visual elements, tone of voice, key messaging, and service standards. Train all customer-facing teams on these standards and implement approval processes to ensure consistency. Regular audits across all channels help identify and correct inconsistencies before they impact customer perception.</p> <h3 class="wp-block-heading"><strong>6. Offer Seamless Cross-Channel Experiences</strong></h3> <p>Implement features that make it easy for customers to move between channels without losing momentum. Buy online, pick up in store (BOPIS) services let customers combine the convenience of online shopping with the immediacy of in-store pickup. <a href="https://firework.com/blog/omnichannel-statistics" target="_blank" rel="noopener">Over 80% of retailers</a> plan to implement BOPIS services by 2025, and 67% of customers make additional purchases during pickup visits. Easy returns across any channel reduce friction and build confidence in the purchase decision.</p> <p>Ensure pricing consistency across all channels to prevent customer confusion and maintain trust. Reserve online, try in store programs let customers secure products online before visiting to make final decisions. These cross-channel capabilities should feel natural and effortless from the customer’s perspective.</p> <h3 class="wp-block-heading"><strong>7. Provide Real-Time Inventory Visibility and Consistency</strong></h3> <p>Enable customers and staff to see accurate, up-to-date inventory across all channels to prevent disappointment and build confidence in your brand. Nothing frustrates customers more than finding a product online only to discover it’s unavailable for their preferred pickup or delivery method.</p> <p>Implement inventory management systems that sync across all channels in real-time. Train staff to access and communicate inventory information accurately, and ensure your website and mobile app reflect true availability. Consider offering alternatives when preferred items are unavailable, such as suggesting similar products or different fulfillment options.</p> <h3 class="wp-block-heading"><strong>8. Invest in Omnichannel Customer Support</strong></h3> <p>Deliver knowledgeable, consistent support across all channels (phone, chat, email, social media, and in-store) to resolve issues quickly and maintain satisfaction. Customers shouldn’t have to explain their situation repeatedly when moving between support channels. <a href="https://inmoment.com/blog/omnichannel-contact-center/">Omnichannel contact center</a> strategies ensure seamless support experiences.</p> <p>Implement unified customer service platforms that give agents access to complete customer histories and previous interactions regardless of channel. Train support teams on all products and services, and establish clear escalation procedures. Consider offering self-service options through FAQs, chatbots, and knowledge bases for customers who prefer to resolve issues independently.</p> <h3 class="wp-block-heading"><strong>9. Leverage Mobile and In-Store Technology</strong></h3> <p>Enhance experiences with mobile apps, QR codes, digital kiosks, and other technologies that bridge the gap between digital and physical shopping. Mobile apps can provide personalized experiences, store locators, inventory checking, and exclusive offers that complement in-store visits.</p> <p>In-store technology like digital kiosks can provide access to extended inventory, product information, and customer reviews. QR codes can link physical products to online reviews, detailed specifications, or how-to videos. The goal is using technology to enhance rather than complicate the shopping experience.</p> <h3 class="wp-block-heading"><strong>10. Create a Unified Loyalty Program</strong></h3> <p>Design a rewards system that works seamlessly across all channels, encouraging engagement and repeat business wherever customers shop. Points earned online should be redeemable in-store, and vice versa. Loyalty program benefits should enhance rather than complicate the omnichannel experience.</p> <p>Ensure loyalty data integrates with your customer data platform to enable personalized offers and communications. Consider tiered programs that reward different types of engagement, from social media sharing to product reviews to referrals. The program should feel valuable and relevant to customers’ actual shopping behaviors.</p> <h3 class="wp-block-heading"><strong>11. Prioritize Security and Data Privacy</strong></h3> <p>Protect customer data and ensure compliance with privacy regulations as you unify and leverage information across platforms. Customers need to trust that their personal information, purchase history, and preferences are secure regardless of how they choose to engage with your brand.</p> <p>Implement robust security measures across all systems and touchpoints. Be transparent about data collection and usage, and give customers control over their privacy preferences. Regular security audits and staff training help prevent breaches that could damage customer trust and business reputation.</p> <h3 class="wp-block-heading"><strong>12. Gather and Act on Customer Feedback</strong></h3> <p>Collect feedback at every touchpoint and use it to continuously improve your omnichannel experience. This includes post-purchase surveys, in-store feedback, social media monitoring, and customer service interaction analysis.</p> <p>Implement systems that can aggregate feedback from all channels to identify patterns and improvement opportunities. Share insights across teams and establish processes for acting on customer suggestions. Close the loop by communicating improvements back to customers, showing that their feedback creates real change.</p> <h3 class="wp-block-heading"><strong>13. Automate, Test, and Optimize</strong></h3> <p>Use automation like chatbots, triggered email communications, and personalized recommendations to enhance efficiency while maintaining personal touches. <a href="https://www.pymnts.com/artificial-intelligence-2/2024/how-ai-reshaped-retail-in-2024-10-key-developments/" target="_blank" rel="noreferrer noopener">AI-powered solutions</a> are transforming retail operations, with 69% of retailers reporting increased annual revenue from AI adoption. Implement ongoing testing through A/B testing, analytics, and customer journey analysis to refine every aspect of your strategy.</p> <p>Set up measurement frameworks that track key performance indicators across all channels, including customer satisfaction scores, conversion rates, average order values, and customer lifetime value. Regular optimization based on data and testing ensures your omnichannel experience continues improving over time.</p> <h2 class="wp-block-heading"><strong>How Can Technology Enhance the Omnichannel Retail Experience?</strong></h2> <p>Technology serves as the backbone that makes seamless omnichannel experiences possible. Integrated customer feedback tools provide real-time insights into satisfaction levels across all touchpoints, enabling quick responses to issues before they escalate. These platforms can automatically collect feedback through email surveys, in-app prompts, and post-interaction questionnaires while providing unified reporting across all channels.</p> <p>Sentiment analysis technology monitors customer conversations across social media, reviews, and customer service interactions to identify trends and emerging issues. This proactive approach lets retailers address problems before they impact the broader customer base and identify opportunities for experience improvements. <a href="https://blogs.nvidia.com/blog/ai-in-retail-survey-2024/" target="_blank" rel="noreferrer noopener">Recent industry data</a> shows that 86% of retailers want to use generative AI to enhance customer experiences.</p> <p>Cross-channel experience management platforms tie together customer data, interaction history, and feedback to create comprehensive views of each customer’s journey. These solutions enable personalized experiences by predicting customer needs, identifying the best channels for engagement, and ensuring consistent treatment regardless of touchpoint.</p> <p>Advanced analytics and artificial intelligence can predict customer behavior, optimize inventory placement, and personalize marketing messages based on individual preferences and past interactions. <a href="https://www.fortunebusinessinsights.com/artificial-intelligence-ai-in-retail-market-101968" target="_blank" rel="noreferrer noopener">The AI in retail market</a> is projected to grow from $9.36 billion in 2024 to $85.07 billion by 2032, demonstrating the technology’s critical role in retail transformation. Machine learning algorithms continuously improve recommendations and experiences as they process more customer data.</p> <h2 class="wp-block-heading"><strong>Create an Omnichannel Experience for Retail Customers With InMoment</strong></h2> <p>Building a truly seamless omnichannel retail experience requires more than good intentions and disconnected tools—it demands an integrated approach that unifies customer data, feedback, and insights across every touchpoint. The retailers that succeed understand that omnichannel isn’t just about having multiple channels; it’s about creating connected experiences that anticipate customer needs and deliver consistent value wherever customers choose to engage.</p> <p>InMoment’s integrated CX platform helps retailers achieve this vision by connecting customer feedback, sentiment analysis, and experience management across all channels. Instead of managing separate tools for surveys, reviews, and customer service insights, retailers can access a unified view of customer sentiment and behavior that drives better decisions and more personalized experiences.</p> <p>Ready to transform your retail customer experience with a truly integrated omnichannel approach? <a href="https://inmoment.com/demo/">Discover how InMoment can help you build seamless experiences that drive loyalty and growth</a>.</p>]]></content:encoded> </item> <item> <title>How to Reduce Inbound Call Volume in a Contact Center Without Hurting CX</title> <link>https://inmoment.com/blog/reduce-call-volumes-call-center/</link> <dc:creator><![CDATA[Jaren McMillan]]></dc:creator> <pubDate>Tue, 01 Jul 2025 16:25:05 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">https://inmoment.com/?p=94207</guid> <description><![CDATA[Find out how to ease call center pressure with CX-friendly tactics that deflect volume, improve satisfaction, and streamline operations.]]></description> <content:encoded><![CDATA[<p>Everything slows down when call volumes rise. Agents struggle to keep up, call queues grow longer, and customers waste little time looking for alternatives to your business.</p> <p>Unless you’re expecting a seasonal spike, a high inbound call volume is far from good news. It’s usually indicative of operational issues, with negative consequences for agent wellbeing and customer satisfaction.</p> <p>But the solution isn’t to throw more agents at the problem. It’s to eliminate unnecessary calls altogether. A strategic approach leveraging self-service technology and call analysis is key to lowering call volumes and achieving customer experience (CX) improvements.</p> <h2 class="wp-block-heading">What Constitutes a High Call Volume?</h2> <p>While there’s no universal benchmark for high call volume, every call center knows when it’s receiving more inbound calls than its staff can reasonably handle. In general, industry standards tell us that <em>high </em>call volume is 10% higher than the expected level for the team.</p> <p>It’s also important to note that this surge in calls must persist for more than a week to qualify as high call volume. However, this figure (and the threshold mentioned above) can vary depending on the size and scale of your business.</p> <p>When the volume of inbound calls continues to overwhelm agents for a sustained period, teams are vulnerable to burnout and struggle to lower wait times for customers. The result is poor agent and customer experiences that hinder business growth.</p> <h2 class="wp-block-heading">Why Reducing Support Call Volume Should Be a Priority</h2> <p>Businesses must reduce inbound calls as a strategic imperative to boost operations and provide better customer experiences at a lower cost. Here are three key benefits to consider:</p> <h3 class="wp-block-heading">Lower Operational Costs</h3> <p>Each call has a cost, since it requires time, staffing, infrastructure, and training for effective handling. Reducing unnecessary calls through automation or self-service options allows teams to redirect budget toward long-term improvements.</p> <h3 class="wp-block-heading">Increased Agent Productivity</h3> <p>Fewer calls mean fewer interruptions, better focus, and more time to solve complex issues. When agents are no longer dealing with repeat questions or avoidable contacts, they have enough breathing room to handle the calls that do come in with greater care and attention. This enhanced productivity leads to faster issue resolution and higher job satisfaction.</p> <h3 class="wp-block-heading">Improved Focus on High-Value Interactions</h3> <p>Not all incoming calls are created equal. When you reduce call volume, you give agents the bandwidth to invest their resources and emotional energy into impactful conversations. These interactions could include retaining frustrated customers or guiding someone through a critical decision.</p> <h2 class="wp-block-heading">Factors That Contribute to High Call Volumes</h2> <p>High call volumes are the result of customers running into roadblocks as they try to resolve their issues. While you can handle more calls by hiring more agents, you won’t be able to address the root cause of the problem if you neglect the customer’s perspective. The following factors explain why customers usually have no choice but to reach for the phone:</p> <ul class="wp-block-list"><li><strong>Ineffective self-service options </strong>make it difficult for customers to address their problems themselves. If your interactive voice response (IVR) systems, chatbots, and FAQs aren’t up-to-date and helpful, your agents will be scrambling to resolve calls all day.<br></li> <li><strong>Lack of proactive communication </strong>keeps customers in the dark and compels them to pick up the phone. A single timely update regarding issues or key changes can save many hours’ worth of call handling.<br></li> <li><strong>Complex or confusing processes, </strong>such as unclear policies and vague instructions, will leave most customers scratching their heads. They will naturally follow up with your contact center for clarification and guidance.<br></li> <li><strong>System outages or technical issues </strong>lead even the calmest customers to your frontline agents. Even if your services go down temporarily, it won’t be long before potentially upset customers start reaching out for updates and solutions.<br></li> <li><strong>Product or service changes </strong>like new features and pricing updates can cause confusion (and inbound calls) if you don’t communicate them clearly.<br></li> <li><strong>Lack of channel diversification </strong>means customers often can’t find the right answers through chat, email, or self-service options. A phone call to customer support becomes the only path forward.<br></li> <li><strong>Seasonal spikes or campaigns </strong>are busy periods that bring a wave of new and existing customers with questions and complaints.<br></li> <li><strong>Incomplete customer experiences in other channels </strong>are the result of an inadequate omnichannel system. Customers often escalate their issues through phone calls when questions are left unanswered on other channels.</li></ul> <h2 class="wp-block-heading">10 Strategies to Reduce Call Volume in a Call Center</h2> <p>It’s easy to think that you can address high call volume through staffing changes. However, hiring more people is a temporary fix that fails to address the underlying inefficiencies responsible for recurring calls. Here are ten powerful strategies to implement for <a href="https://inmoment.com/blog/contact-center-optimization/">contact center optimization</a> and customer retention.</p> <h3 class="wp-block-heading">1. Enhance Self-Service Options</h3> <p>Customers don’t want to wait on hold for information they can easily find themselves. But too often, help centers are either poorly organized, outdated, or buried in navigation menus. It’s no wonder, then, that 81% of the customers surveyed for InMoment’s <em>2025 Conversational Intelligence Report</em> preferred brand interactions over self-service channels.</p> <p>A well-built self-service experience gives customers fast and frictionless access to answers. For example, maintaining an up-to-date knowledge base ensures customers are in the loop regarding new product updates or better troubleshooting techniques. </p> <p>Similarly, tap into your support tickets and call summaries to identify frequently asked questions (FAQs) around your product or service. Organize these FAQs in a user-friendly page, allowing customers to immediately find helpful answers.</p> <p>Good self-service works because it empowers customers to independently resolve their issues. This ability has a positive impact on agent productivity as well, since they can spend more time and effort addressing complex tickets.</p> <h3 class="wp-block-heading">2. Implement Chatbots and Virtual Assistants</h3> <p>Some types of customer issues involve a few simple steps that one can perform without relying on live agents. For example, checking the status of an online product delivery or confirming if a restaurant is open.</p> <p>Chatbots and virtual assistants offer a scalable way to automate these types of interactions. They’re available 24/7 and offer instant responses to FAQs and other basic customer inquiries, which is key for <a href="https://inmoment.com/blog/call-center-cost-reduction/">call center cost reduction</a> and customer satisfaction. According to IBM’s <em>Digital Customer Care in the Age of AI</em> report, businesses can resolve up to 80% of routine questions using chatbots, which helps cut customer support costs by 30%.</p> <p>As a result, agents are better able to focus on complex tasks requiring human judgment and emotional energy. On the other hand, customers get quick answers, avoiding the need to wait in call queues for a standard question.</p> <h3 class="wp-block-heading">3. Improve First Call Resolution (FCR)</h3> <p>When customers have to call back more than once to solve a problem, it creates unnecessary volume and damages trust. The negative impact of repeat calls makes First Call Resolution (FCR) one of the focal call center metrics for customer loyalty.</p> <p>The first step is to <a href="https://inmoment.com/blog/analyze-call-performance/">analyze call center performance</a> to identify your agents’ strengths and weaknesses. Use the insights to develop tailored coaching programs that empower each frontline support team member to put their best foot forward. Guide them toward actionable strategies that avoid unnecessary escalations and incomplete responses in favor of swift and comprehensive resolutions.</p> <p>Besides the right training, agents also require access to tools, data, and documentation for this purpose. An easy-to-navigate knowledge base, along with a unified view of customer data, empowers agents to solve issues with confidence.</p> <p>The payoff of FCR improvements is clear: fewer repeat customer calls, higher <a href="https://inmoment.com/blog/csat-customer-satisfaction/">CSAT</a>, and stronger feelings of brand loyalty. It also gives teams more time to handle new inquiries without falling behind or burning out.</p> <h3 class="wp-block-heading">4. Conduct a Repeat Call Analysis</h3> <p>Repeat calls from the same customer or regarding the same issue are indicative of flaws in the call resolution process. These calls account for a significant chunk of the total call volume, with a Dialpad case study discovering that 32% of inbound calls are from repeat callers. </p> <p>As a result, managing repeat calls is crucial for lowering overall call volume. Repeat call analysis is the first step here, as it helps uncover areas for improvement in the call resolution process.</p> <p>Start by analyzing your call data to identify repeat callers and recurring complaints within a specific timeframe. Dive into the insights to understand the root cause of these repeat calls. Use <a href="https://inmoment.com/blog/post-call-survey-participation/">post-call surveys</a> to understand specific customer needs and pain points.</p> <p>Therefore, repeat call analysis helps flag training gaps and system limitations responsible for unnecessary volume. These insights enable teams to improve their scripts and agent coaching, which helps prevent similar follow-ups from piling up in the future.</p> <h3 class="wp-block-heading">5. Address Product or Service Friction</h3> <p>If your agents receive repeat calls about the same issue, you might want to take a closer look at your product or service. Maybe a feature isn’t working as intended, or it’s just confusing to use. Either way, every support ticket tied to a recurring issue is a signal that something upstream needs fixing.</p> <p>Businesses should try to zoom out and identify the root cause of product or service friction, instead of troubleshooting the same problems. Are unclear instructions leading to setup questions? Is a billing process triggering complaints each month? Are customers struggling to complete an online task without support?</p> <p>A cross-departmental effort involving product and marketing is also valuable here. It enables CX leaders to smoothly identify, fix, and communicate product issues and updates. As a result, customers stay in the loop, making it less likely that they will follow up about the same issue.</p> <h3 class="wp-block-heading">6. Monitor and Act on Feedback</h3> <p><a href="https://inmoment.com/blog/customer-feedback/">Customer feedback</a> is one of the most direct signals for a contact center to reduce inbound volume. When you keep your finger on the pulse of customer sentiment, you quickly spot the pain points leading to unnecessary calls.</p> <p>Start by capturing feedback through surveys or post-interaction ratings. Layer that data with call summaries to identify trends. Identify the recurring issues that leave customers with no choice but to contact support agents. These issues could range from inadequate self-service to unclear product updates.</p> <p>Act on the repeat call drivers once you understand them. Update your knowledge base, improve navigation, and implement better call center coaching techniques. Close the feedback loop with customers to ensure satisfaction and prevent further frustration.</p> <h3 class="wp-block-heading">7. Proactively Communicate with Customers</h3> <p>Proactive communication keeps customers in the loop, making it less likely that they reach out for clarification. If there’s an expected delay, a system outage, or a billing change, a well-timed message can stop hundreds of calls in their tracks. It also shows customers that your brand is transparent and reliable.</p> <p>Create automated alerts for common service interruptions and updates. Ensure the messaging is clear, timely, and sent through the right channels. Don’t bury important notices in lengthy newsletters or inaccessible dashboards.</p> <p>When you keep your customers informed, they are less likely to panic and reach out to the contact center. Proactive communication also supports <a href="https://inmoment.com/blog/online-reputation-management/">online reputation management</a> efforts, as customers are more likely to rate and recommend your business.</p> <h3 class="wp-block-heading">8. Streamline Onboarding and Product Education</h3> <p>One way to lower the number of repeat calls is to just improve your product onboarding process. The better your customers understand your product, the less likely they are to call the support team for answers.</p> <p>As a result, it pays off to make product education part of your CX strategy. Offer guided tutorials, interactive walkthroughs, and bite-sized content that answers common questions. Video demos and setup wizards are also helpful resources for reducing confusion for new customers.</p> <h3 class="wp-block-heading">9. Use Conversational Intelligence to Spot Patterns</h3> <p>High call volumes provide opportunities to better understand your customers’ struggles and sources of frustration. This is where <a href="https://inmoment.com/blog/conversation-intelligence/">conversational intelligence</a> comes in.</p> <p>When you summarize and analyze call transcripts at scale, you can immediately identify common pain points. With the help of artificial intelligence, you can dig into the interactions further to surface agent performance gaps and shifts in customer sentiment. This information provides a valuable starting point for reducing call volume.</p> <p>InMoment’s conversational intelligence software makes this process faster and smarter. It automatically summarizes call content, categorizes interactions by topic, and uses sentiment analysis to reveal instances of friction. These insights help teams prioritize what to fix, from digital experience issues to agent coaching opportunities.</p> <h3 class="wp-block-heading">10. Optimize Website and Mobile App UX</h3> <p>Your website and mobile app are often the first places customers visit when they are learning about your brand. Therefore, if essential information is difficult to find, they are more likely to reach for the phone.</p> <p>With 56% of customers preferring to visit the website when researching a brand’s offering, optimizing the digital experience should be a strategic priority. Ensure that account information, order status, billing details, and support options are easy to locate and clearly explained. Work with your developers and UX designers to include a well-placed knowledge base or chatbot prompt. Improve your FAQ page to make it readable and easy to understand.</p> <p>Regular usability testing can help you spot where real users struggle. The feedback helps you create a smoother <a href="https://inmoment.com/blog/customer-journey/">customer journey</a> that doesn’t rely on frequent calls for support.</p> <h2 class="wp-block-heading">Reduce call volumes and improve CX with InMoment</h2> <p>High call volumes are the result of inefficient workflows, poor agent performance, and little to no reliance on self-service technology. While it’s a pressing challenge for businesses looking to lower costs, it can be managed through a customer-centric approach. Enhanced self-service, root cause analysis of customer dissatisfaction, and proactive communication are key strategies for call volume reduction.</p> <p>InMoment helps you take this one step further. Our AI-powered <a href="https://inmoment.com/conversation-intelligence-analytics-software/">conversational intelligence software</a> gives you real-time visibility into what’s driving calls, where friction exists, and how to fix it. From summarizing interactions to uncovering emotional insights, the tool transforms everyday conversations into clear and actionable opportunities for improvement.</p> <p>Ready to reduce call volume without compromising the customer experience? <a href="https://inmoment.com/demo/">Schedule a demo</a> today and see how InMoment helps contact centers work smarter towards customer satisfaction!</p>]]></content:encoded> </item> <item> <title>Understanding Enterprise Conversational Intelligence and Its Role in CX</title> <link>https://inmoment.com/blog/enterprise-conversational-intelligence/</link> <dc:creator><![CDATA[Becca Edwards]]></dc:creator> <pubDate>Mon, 30 Jun 2025 16:15:47 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=94205</guid> <description><![CDATA[Discover how conversational intelligence helps enterprise CX teams scale personalization, improve agent performance, and gain customer insights.]]></description> <content:encoded><![CDATA[<p>Enterprise conversational intelligence is the use of advanced AI technologies—including natural language processing (NLP), machine learning, and speech analytics—to capture, analyze, and derive insights from customer conversations across channels. It turns call center recordings, chat logs, emails, and other dialogue data into a rich source of CX intelligence.</p> <p>In large organizations, CI is used to:</p> <ul class="wp-block-list"><li>Monitor customer interactions at scale</li> <li>Uncover emerging issues in real time</li> <li>Ensure regulatory compliance</li> <li>Evaluate agent performance</li> <li>Drive operational improvements</li></ul> <p>Unlike traditional analytics that sample a fraction of interactions, enterprise CI can process and evaluate 100% of conversations—providing a complete picture of customer sentiment, behavior, and intent.</p> <h2 class="wp-block-heading">Why conversational intelligence matters for enterprise CX</h2> <p>Customers expect you to <em>get it</em>—to know who they are, what they’ve asked before, and how to help them without them having to repeat themselves over and over.</p> <p>If you’re not listening properly, you’re flying blind. You might miss pain points, fail to spot early signs of churn, or leave your service team dealing with the same issues again and again.</p> <p>For enterprises handling millions of interactions per year, this level of service can’t be achieved through manual methods alone. CX leaders need scalable tools that can:</p> <ul class="wp-block-list"><li>Identify patterns and issues in real time</li> <li>Empower proactive service improvements</li> <li>Align teams around shared insights</li></ul> <p><a href="https://inmoment.com/blog/conversation-intelligence/">Conversational intelligence</a> bridges the gap between raw data and meaningful action. It allows enterprises to shift from reactive customer service to proactive experience improvement—spotting issues before they escalate, optimizing agent workflows, and uncovering what really matters to their customers.</p> <h2 class="wp-block-heading">Benefits of conversational intelligence for enterprise businesses</h2> <p>Let’s take a closer look at how enterprise conversational intelligence delivers measurable impact across large CX teams.</p> <p>For large organisations, this isn’t just a “nice to have”—it’s essential. With thousands of agents handling high interaction volumes, operational inefficiency can quickly become costly. Conversational intelligence streamlines workflows by:</p> <ul class="wp-block-list"><li>Automating quality assurance across all conversations</li> <li>Flagging process bottlenecks and recurring customer friction</li> <li>Replacing manual review with real-time issue detection</li></ul> <p>This means fewer hours spent on repetitive monitoring and more time focused on delivering value—boosting team productivity and reducing overall cost to serve.</p> <h3 class="wp-block-heading">Driving measurable improvements in CSAT, NPS, and resolution time</h3> <p>CI tools provide detailed insights into what customers are experiencing—helping teams:</p> <ul class="wp-block-list"><li>Shorten average handle times</li> <li>Personalize service based on conversation history</li> <li>Improve first-contact resolution rates</li></ul> <p>The result? Higher Customer Satisfaction (CSAT), improved Net Promoter Score (NPS), and more loyal customers who feel heard and valued.</p> <h3 class="wp-block-heading">Empowering CX leaders with real-time dashboards and trend analysis</h3> <p>Executives and team leaders need more than just data—they need clarity. Enterprise CI platforms offer:</p> <ul class="wp-block-list"><li>Customizable dashboards with real-time metrics</li> <li>Trend analysis that reveals shifts in sentiment or service gaps</li> <li>Drill-down capabilities to explore specific calls or agents</li></ul> <p>These tools enable data-driven decision-making that’s fast, confident, and impactful.</p> <h3 class="wp-block-heading">Multichannel support to provide a holistic view of the customer journey</h3> <p>Customers don’t think in channels—they think in experiences. CI tools that span voice, chat, email, and messaging:</p> <ul class="wp-block-list"><li>Consolidate conversations into unified customer profiles</li> <li>Enable seamless, context-aware interactions</li> <li>Support consistent service across every touchpoint</li></ul> <p>This multichannel visibility empowers teams to deliver experiences that feel personal, even at scale.</p> <h2 class="wp-block-heading">Enterprise conversational intelligence applications in CX</h2> <p>So how exactly does conversational intelligence show up in day-to-day CX operations? Here are some of the most powerful applications across the enterprise.</p> <h3 class="wp-block-heading">Unified visibility across every support channel</h3> <p>InMoment’s conversational intelligence platform integrates insights from every customer interaction, no matter where it happens. That means no more silos, no more guessing.</p> <p>CI technology:</p> <ul class="wp-block-list"><li>Uses AI/NLP to quality-assess 100% of interactions</li> <li>Surfaces meaningful trends across all channels</li> <li>Reveals the full story behind customer friction or success</li></ul> <p>This holistic view ensures that every decision is based on a complete, accurate understanding of the customer journey.</p> <h3 class="wp-block-heading">Rapid root cause identification to reduce failure demand</h3> <p>Not all customer contacts are created equal. Failure demand—contacts that arise from unresolved issues or broken processes—can inflate support volumes and costs.</p> <p>Conversational intelligence helps:</p> <ul class="wp-block-list"><li>Categorize and quantify contact reasons</li> <li>Uncover systemic drivers of repeat contacts</li> <li>Reduce unnecessary demand through upstream fixes</li></ul> <p>By acting on root causes instead of symptoms, CX leaders can improve both efficiency and satisfaction.</p> <h3 class="wp-block-heading">Smarter staff development and workforce planning</h3> <p>CI isn’t just about customers—it’s about <a href="https://inmoment.com/blog/conversational-intelligence-and-team-development/">empowering teams</a>. These tools support:</p> <ul class="wp-block-list"><li>Automated QA scoring and call summaries</li> <li>Skill gap analysis and targeted coaching</li> <li>Performance benchmarking across agents or regions</li></ul> <p>This means less burnout, better training, and more consistent service delivery. Managers spend less time on admin and more time developing talent.</p> <h3 class="wp-block-heading">Sentiment analysis and emotional intelligence insights at scale</h3> <p>Emotions matter. The ability to understand customer tone, frustration, or delight in real time helps teams:</p> <ul class="wp-block-list"><li>Defuse tense situations</li> <li>Spot emerging sentiment trends</li> <li>Tailor responses to emotional context</li></ul> <p>CI tools use advanced sentiment analysis to detect mood shifts and track emotional journeys—providing a layer of empathy at scale.</p> <h3 class="wp-block-heading">Verifiable insights that drive organizational action</h3> <p>CX leaders need to back up their strategies with data. Conversational intelligence gives them:</p> <ul class="wp-block-list"><li>A representative dataset (100% of conversations, not samples)</li> <li>Verifiable evidence to guide cross-functional improvements</li> <li>Clear, defensible insights to present to executive stakeholders</li></ul> <p>This builds credibility for the CX function and ensures that strategic changes are rooted in real customer needs.</p> <h3 class="wp-block-heading">Voice of the customer (VoC) analytics to inform product and service changes</h3> <p>One of the most powerful things conversational intelligence can do is help you spot the recurring themes your customers are talking about—without needing to trawl through thousands of transcripts manually.</p> <p>By analysing conversations at scale, Conversational Intelligence identifies the real issues (and opportunities) customers keep bringing up. Whether it’s frustration over a new feature, repeated questions about a billing process, or glowing praise for something that’s working—these insights are gold for CX and product teams.</p> <p>The result? You can back up product decisions with actual customer data. You’ll spend less time guessing what needs fixing or building, and more time delivering updates your customers actually want.</p> <h3 class="wp-block-heading">QA and compliance monitoring</h3> <p>If you’re running a contact centre or handling sensitive interactions, quality assurance and compliance are non-negotiable. But traditional QA processes—where a small percentage of calls are reviewed manually—just can’t keep up at enterprise scale.</p> <p>Conversational Intelligence automates the review process. It listens to <em>every</em> interaction, flags risky or non-compliant language in real time, and scores calls automatically based on your internal standards or industry regulations.</p> <p>That means less risk, more consistency, and better visibility into how your team is performing—without burning out your QA staff.</p> <h3 class="wp-block-heading">Proactive customer outreach based on interaction patterns</h3> <p>Wouldn’t it be great to solve a problem <em>before</em> a customer even raises it?</p> <p>Conversational Intelligence can help you do just that. By detecting patterns in customer behaviour—like repeated confusion, rising frustration, or signs that someone might be about to churn—CI gives your teams the early warning signs they need to act.</p> <p>Whether it’s sending a follow-up message, offering a personalised solution, or looping in a specialist, you can turn potentially negative experiences into loyalty-building moments.</p> <h2 class="wp-block-heading">Features to look for in enterprise conversational intelligence software</h2> <p>If you’re thinking about implementing Conversational Intelligence across your business, it’s important to choose the right tool. Not all platforms are created equal—especially when you’re dealing with thousands (or millions) of conversations across multiple channels.</p> <p>Here are the must-have features to look for in an enterprise-ready solution:</p> <h3 class="wp-block-heading">Verifiable Conversational Insights</h3> <p>You need to trust the insights you’re seeing. Look for tools that offer transparent, traceable insights with clear audit trails—so you can connect themes and trends back to the actual conversations that surfaced them.</p> <h3 class="wp-block-heading">Advanced Transcription Services</h3> <p>Accurate transcripts are the foundation of good CI. Make sure your platform can handle different languages, accents, and audio qualities—and includes speaker separation, time stamps, and punctuation.</p> <h3 class="wp-block-heading">Automated QA Scoring</h3> <p>Manually reviewing 2% of conversations won’t cut it. Look for systems that can automatically score every interaction against your QA framework, so you get full coverage and fair assessments.</p> <h3 class="wp-block-heading">Multichannel Support</h3> <p>Your customers aren’t just calling you—they’re chatting, emailing, DMing, and commenting. Your CI solution should handle all those channels and bring insights together in one view.</p> <h3 class="wp-block-heading">AI-Powered Summarisation</h3> <p>Save your teams time with automated summaries of long conversations. Instead of reading full transcripts, agents and managers can instantly see what happened, what was resolved, and what’s next.</p> <h3 class="wp-block-heading">AI-Powered Text Analytics</h3> <p>Dig deeper into customer sentiment, intent, and emotion with <a href="https://inmoment.com/blog/conversational-analytics/">advanced text analytics</a>. Great CI doesn’t just tell you what was said—it helps you understand what it <em>means</em>.</p> <h3 class="wp-block-heading">Integration with Existing Tools</h3> <p>Your CI platform should play nicely with the systems you already use—like CRM, ticketing, BI tools, and workforce management. Integration keeps everything connected and actionable.</p> <h3 class="wp-block-heading">Impact Analysis</h3> <p>Can you measure the change you’ve made? Impact analysis shows you how insights from conversations have improved customer satisfaction, reduced churn, or driven revenue. That’s how you prove the value of your program.</p> <h2 class="wp-block-heading">Elevate Your CX with InMoment’s enterprise-ready conversational intelligence</h2> <p>Your customers are already telling you what they want. It’s time to really hear them.</p> <p>Enterprise Conversational Intelligence helps you listen at scale, understand in real-time, and act with confidence. If you want to deepen customer relationships, drive loyalty, and stay ahead of change, it’s one of the smartest investments you can make.If you’re ready to move beyond surface-level feedback and start making smarter, faster decisions based on real conversations, we’d love to show you <a href="https://inmoment.com/demo/">how InMoment can help</a>.</p>]]></content:encoded> </item> <item> <title>Analytics and Insights Teams Build the Foundation for Data-Driven Success</title> <link>https://inmoment.com/blog/analytics-team-in-an-organization/</link> <dc:creator><![CDATA[Blaine Anderson]]></dc:creator> <pubDate>Fri, 27 Jun 2025 14:31:59 +0000</pubDate> <category><![CDATA[Customer Experience]]></category> <guid isPermaLink="false">https://inmoment.com/?p=94072</guid> <description><![CDATA[Analytics teams serve as the backbone of modern data-driven organizations, bringing together and transforming mass amounts of raw data into actionable insights that drive strategic decision-making. The structure, skills, and organizational placement of this function significantly impact an organization's ability to compete and innovate in today's business environment.]]></description> <content:encoded><![CDATA[<p>Did you know that 88% of organizations plan to moderately or extensively increase their investment in technologies related to data operations over the next year? </p> <p>This trend highlights the increase in the amount of data generated by organizations. But, while technology platforms and data infrastructure receive significant attention and investment, it’s the human element that often determines whether data initiatives succeed or fail. Analytics teams bridge the critical gap between raw data and business impact, ensuring that companies’ data investments deliver tangible results.</p> <h2 class="wp-block-heading"><strong>What Is an Analytics Team?</strong></h2> <p>An analytics team is responsible for collecting, processing, analyzing, and interpreting data to support organizational decision-making and strategic initiatives. These teams combine technical expertise with business acumen to transform complex datasets into clear, actionable insights that drive organizational success.</p> <p>These teams operate at the intersection of technology and business strategy. They often serve multiple organizational stakeholders, from executive leadership seeking strategic insights to operational managers requiring performance metrics and frontline employees needing real-time information on daily work.</p> <p>Analytics teams have evolved significantly from their origins in business intelligence and reporting. Today’s teams encompass a broader range of capabilities, including predictive modeling, machine learning, statistical analysis, data visualization, and strategic consulting.</p> <p>The scope of this function varies considerably; some teams focus on specific business functions like <a href="https://inmoment.com/blog/customer-experience-analytics/">customer experience analytics</a> or financial planning, while others operate as enterprise-wide centers of excellence serving multiple departments. Regardless of scope, effective analytics employees share common characteristics: deep technical capabilities, an intimate understanding of business context, and expertise in communicating complex findings to diverse audiences.</p> <h2 class="wp-block-heading">What Does an Analytics Team Do?</h2> <p>Analytics teams perform a wide range of functions that can be organized into several key categories: data management and preparation, analysis and modeling, insight generation and communication, and strategic consultation.</p> <h3 class="wp-block-heading">Data Management and Preparation</h3> <p>This is the foundation of analytics work. Analytics teams spend significant time ensuring data quality, integrating information from multiple sources, and creating reliable datasets for analysis. By establishing data governance protocols, implementing quality control measures, and maintaining documentation for consistent, repeatable analyses, they ensure the reliability and accuracy of all subsequent insights.</p> <h3 class="wp-block-heading">Analysis and Modeling</h3> <p>Understanding and presenting data represents the core technical work. Professionals apply statistical methods, machine learning algorithms, and business intelligence tools to identify patterns, trends, and relationships within data. This work ranges from descriptive analytics that explain what happened, to predictive models that can forecast future outcomes, and <a href="https://inmoment.com/blog/prescriptive-analytics/">prescriptive analytics</a> that recommend key actions. </p> <h3 class="wp-block-heading">Insight Generation and Communication</h3> <p>One of the most crucial functions of analytics teams is their ability to transform technical findings into business-relevant information. Teams create reports, dashboards such as a <a href="https://inmoment.com/blog/customer-experience-dashboard/">customer experience dashboard</a>, and presentations that make complex data accessible to non-technical stakeholders. This function requires a deep understanding of audience needs, visual design capabilities, and strong storytelling skills.</p> <h3 class="wp-block-heading">Strategic Consultation</h3> <p>These teams also serve as internal advisors who help business leaders make more informed decisions. Teams provide guidance on measurement strategies, help design experiments and pilots, and offer business recommendations based on their findings. This consultative role requires analytics professionals to understand the business strategy, industry dynamics, and organizational culture in addition to their technical expertise.</p> <h2 class="wp-block-heading">Where Does Analytics & Insights Sit in an Organization?</h2> <p>The organizational placement of these teams significantly impacts their effectiveness, influence, and ability to showcase value. Organizations adopt various models — each with distinct advantages and challenges — that align with different business contexts and objectives.</p> <h3 class="wp-block-heading">Centralized Models</h3> <p>The centralized model positions analytics teams as shared services organizations that support multiple business units. This approach enables economies of scale, consistent methodologies, and deep technical specialization. Centralized teams can invest in advanced tools and capabilities that might be cost-prohibitive for individual departments. They also facilitate knowledge sharing and best practice development across the enterprise. However, centralized teams may struggle to develop deep domain expertise in specific business areas and can become disconnected from day-to-day operational needs.</p> <h3 class="wp-block-heading">Decentralized Models</h3> <p>On the other hand, decentralized models embed analytics professionals directly within business units, enabling close collaboration with operational teams and deep understanding of specific business challenges. This structure promotes faster decision-making and ensures analytical work directly supports business priorities. Embedded analysts develop strong relationships with business stakeholders and can respond quickly to emerging needs. The main drawbacks include potential duplication of capabilities, inconsistent methodologies across the organization, and difficulty achieving economies of scale in tools and infrastructure.</p> <h3 class="wp-block-heading">Federated Models</h3> <p>This model combines elements of both centralized and decentralized approaches. These structures typically maintain a central analytics team that provides enterprise-wide capabilities, standards, and infrastructure while also embedding analytics professionals within business units. The central team focuses on advanced capabilities, tool standardization, and knowledge sharing, while embedded analysts handle business-specific requirements and stakeholder relationships. This hybrid approach seeks to capture the benefits of both models while minimizing their respective limitations.</p> <h2 class="wp-block-heading">Who Should the Analytics Team Report To?</h2> <p>Reporting<strong> </strong>varies considerably across organizations and significantly influences team effectiveness. Each reporting relationship shapes team priorities, resource allocation, and organizational influence. Analytics teams report to a variety of stakeholders, most commonly: </p> <ul class="wp-block-list"><li>Chief Executive Officer (CEO)</li> <li>Chief Operating Officer (COO)</li> <li>Chief Marketing Officer (CMO)</li> <li>Chief Technology Officer (CTO)</li> <li>Chief Data Officer (CDO)</li></ul> <p>Teams reporting to technology leadership often excel at technical capabilities and infrastructure development but may struggle to influence business strategy. Those reporting to business leaders typically maintain strong stakeholder relationships and business alignment but might face challenges accessing technical resources or developing advanced capabilities. Direct reporting to executive leadership provides maximum organizational influence but can create unrealistic expectations and political challenges.</p> <h3 class="wp-block-heading">Industry Considerations</h3> <p>The industry an organization operates in can also influence optimal organizational structures. Financial services organizations often embed analytics teams within specific business lines due to regulatory requirements and specialized domain knowledge needs. Technology companies may favor centralized models that support platform development and product analytics. Retail organizations frequently adopt federated approaches that balance enterprise-wide customer insights with category-specific analytics.</p> <h3 class="wp-block-heading">Organizational Maturity</h3> <p>The maturity of an organization also affects the most appropriate structure for analytics teams. Early-stage analytics organizations often benefit from centralized models that build foundational capabilities and establish consistent practices. As organizations mature, they may transition toward federated models that provide both enterprise capabilities and business-specific support. Highly mature organizations sometimes adopt decentralized models when analytics capabilities become deeply embedded throughout the business.</p> <p>The optimal organizational structure depends on factors including company size, industry requirements, business strategy, and existing organizational culture. Successful organizations regularly evaluate and adjust their analytics team structure as their capabilities, needs, and strategic priorities evolve.</p> <h2 class="wp-block-heading">Job Skills for Data and Analytics Employees</h2> <p>Success in analytics roles requires a unique combination of technical expertise, business acumen, and interpersonal skills. The specific mix varies by role and seniority level, but several core competencies appear across most positions.</p> <h3 class="wp-block-heading">Technical Proficiency</h3> <p>This is the foundation of analytics work. Analytics professionals must master statistical methods, programming languages, and analytical tools relevant to their role. This includes proficiency in languages like SQL, Python, or R for data manipulation and analysis, familiarity with business intelligence platforms for reporting and visualization, and understanding of database technologies and data architecture principles. Machine learning and artificial intelligence capabilities are increasingly important as organizations seek to automate insights and predictions.</p> <h3 class="wp-block-heading">Business Understanding</h3> <p>In order to be successful, analytics professionals need to have a clear understanding of the business. Team members must understand how their organization creates value, serves customers, and competes in the market. This business context enables them to identify relevant analytical questions, interpret findings accurately, and recommend actionable solutions. Industry knowledge, competitive intelligence, and financial literacy all contribute to this business foundation.</p> <h3 class="wp-block-heading">Communication and Storytelling</h3> <p>Communication skills enable analytics professionals to translate technical findings into compelling business narratives. This includes data visualization capabilities, presentation skills, and the ability to adapt communication style to different audiences. The best analytics professionals can explain complex statistical concepts to executives, provide detailed technical guidance to peers, and create self-explanatory dashboards for operational users.</p> <h3 class="wp-block-heading">Problem-Solving and Critical Thinking</h3> <p>The ability to problem solve helps analytics professionals navigate ambiguous business challenges and complex datasets. They must formulate appropriate analytical approaches, identify potential biases or limitations in their analysis, and develop creative solutions when standard methods prove insufficient. Intellectual curiosity and attention to detail are essential traits that support rigorous analytical work.</p> <h3 class="wp-block-heading">Collaboration and Relationship Building</h3> <p>Continuous collaboration enables analytics professionals to work effectively across organizational boundaries. They must partner with business stakeholders to understand requirements, collaborate with IT teams to access data and deploy solutions, and coordinate with other analytics professionals on complex projects. Change management capabilities help them drive adoption of new insights and analytical processes.</p> <p>Emerging competencies reflect the evolving nature of this work. Data ethics and privacy knowledge has become increasingly important, agile project management ensures quick response time to changing needs, and understanding emerging technology like AI, cloud computing, and real-time analytics expands potential impact. The specific skill requirements vary significantly across different analytics roles. Data engineers focus heavily on technical skills related to data infrastructure and processing. Data scientists emphasize statistical modeling and machine learning capabilities. Business analysts prioritize business understanding and communication skills. Data architects require deep technical knowledge of database technologies and system design principles.</p> <h2 class="wp-block-heading">Building Analytics Excellence with InMoment</h2> <p>Establishing effective analytics teams requires more than organizational design—it demands the right technology foundation to support sophisticated analysis and insight generation. InMoment’s integrated experience intelligence platform enables analytics teams to excel by providing comprehensive data collection, advanced analytical capabilities, and intuitive insight delivery tools.</p> <p>InMoment’s platform addresses common analytics team challenges by connecting disparate data sources, automating routine analysis tasks, and enabling real-time insight delivery. This technological foundation allows analytics professionals to focus on high-value strategic work rather than manual data preparation and basic reporting.</p> <div class="wp-block-image"><figure class="aligncenter size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/02/ei-roi-half.png" alt="" class="wp-image-72706" srcset="https://inmoment.com/wp-content/uploads/2024/02/ei-roi-half.png 600w, https://inmoment.com/wp-content/uploads/2024/02/ei-roi-half-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/02/ei-roi-half-150x150.png 150w" sizes="auto, (max-width: 600px) 100vw, 600px" /></figure></div> <p>With InMoment’s proven track record of delivering ROI in just 12 months—twice as fast as industry averages—analytics teams can demonstrate immediate business value while building long-term organizational capabilities. To discover how InMoment can accelerate your analytics team’s impact, schedule a demo today.</p> <section id="block_6753eb44450c4396466973455b1f56cd" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p>boomi. The State of DataOps: Unleashing the Power of Data. (<em>https://boomi.com/content/ebook/esg-state-of-data-ops/</em>). Accessed 6/24/2025.</p></details></section>]]></content:encoded> </item> <item> <title>16 Best Practices To Improve Customer Experience (CX) in Call Centers</title> <link>https://inmoment.com/blog/how-to-improve-customer-experience-in-call-center/</link> <dc:creator><![CDATA[Becca Edwards]]></dc:creator> <pubDate>Mon, 16 Jun 2025 17:12:23 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">https://inmoment.com/?p=93487</guid> <description><![CDATA[These CX best practices help call centers deliver better service through empathy, smart technology, and a more personalized customer journey.]]></description> <content:encoded><![CDATA[<p>Your call center has the power to shape how customers feel about your brand. Every interaction, whether it’s handling customer inquiries, resolving complaints, or acknowledging compliments, is a moment that can build trust or break it. And in a fast-paced environment, it’s not just about speed. It’s about delivering a <a href="https://inmoment.com/blog/contact-center-experience/">contact center experience</a> that balances efficiency and empathy.</p> <p>If you’re seeing low customer satisfaction scores (CSAT), rising call abandonment, or more negative feedback than usual, it’s time to reset. The strategies below offer practical ways to improve customer satisfaction, reduce inefficiencies, and deliver a better customer experience without overloading your support team.</p> <h2 class="wp-block-heading"><strong>1. Use Conversational Intelligence To Uncover CX Gaps</strong></h2> <p>The surest way to <a href="https://inmoment.com/blog/improve-customer-experience-with-6-competencies/">improve customer experience (CX)</a> is to solve real customer problems. Conversational intelligence (CI), powered by artificial intelligence (AI), helps you do just that by analyzing interactions to uncover pain points, friction, and customer frustration.</p> <p>It also highlights where your team may be missing the mark, giving you the insight you need to coach agents more effectively and improve future conversations. </p> <h2 class="wp-block-heading"><strong>2. Train Agents for Empathy and </strong><strong>Active Listening</strong></h2> <p>There’s more to delivering good customer service than solving problems quickly. Agents also need to know how to build trust and connect with customers, and that starts with soft skills. </p> <p>Focus your training on empathy, active listening, and patience, even during tough conversations. Encourage help agents to acknowledge frustrations or concerns, paraphrase what they hear, and respond with clear, helpful solutions. </p> <p>Empathetic communication can turn a difficult moment into a trust-building experience that brings customers back.</p> <h2 class="wp-block-heading"><strong>3. Personalize the </strong><strong>Customer Experience</strong></h2> <p>81% of consumers <a href="https://www.forbes.com/sites/shephyken/2024/04/14/the-personalized-customer-experience-customers-want-you-to-know-them/" target="_blank" rel="noopener">prefer brands that offer personalized experiences</a>. And 88% say the<a href="https://www.salesforce.com/content/dam/web/en_ie/www/PDF/state-of-connected-customer-fifth-ed-comp.pdf" target="_blank" rel="noopener"> experience itself matters just as much as the product</a>. In other words, personalization has a direct impact on how people choose where to spend their money.</p> <p>Ditch rigid, generic scripts in favor of conversations that reflect each customer’s history and preferences. One way to make this easier is by connecting your customer relationship management (CRM) system with your CX software, giving agents instant access to relevant details during every interaction. </p> <p>Personalization shows customers they’re seen and valued, which goes a long way toward building trust and improving customer retention. </p> <h2 class="wp-block-heading"><strong>4. Reduce Hold Times With Smarter Call Routing</strong></h2> <p>With <a href="https://business.yougov.com/content/51802-how-americans-prefer-to-contact-businesses-for-customer-service" target="_blank" rel="noopener">70% of Americans choosing a phone call</a> as their go-to for customer support, your call center is often the first and most important touchpoint. </p> <p>Long wait times and multiple transfers are quick ways to frustrate callers. Instead, use intelligent routing systems that connect people to the right department based on their needs and your agents’ skills. If there’s a delay, set clear hold-time expectations or offer a callback option. </p> <p>Respecting callers’ time helps reduce friction and leaves a stronger impression of your brand.</p> <h2 class="wp-block-heading"><strong>5. Improve First Contact Resolution (FCR)</strong></h2> <p>Customers don’t want to call back multiple times to solve the same issue. That kind of back-and-forth quickly leads to frustration and can make your call center customer service team seem unprepared. </p> <p>Start with thorough training to ensure agents know your products inside and out. Give them access to internal knowledge bases during calls and encourage confident, real-time problem-solving to reduce transfers. </p> <p>When agents resolve issues on the first try, it leads to positive experiences, stronger customer satisfaction, and fewer repeat contacts. </p> <h2 class="wp-block-heading"><strong>6. Offer and </strong><strong>Optimize</strong><strong> </strong><strong>Self-Service</strong><strong> Options</strong></h2> <p>Not everyone likes to speak to a live agent. In fact, <a href="https://www.zendesk.com/blog/searching-for-self-service/" target="_blank" rel="noreferrer noopener">67% of consumers say they prefer self-service</a> over direct interactions. </p> <p>Build out helpful resources like knowledge bases, FAQ pages, and online help centers. Make sure they’re easy to navigate, address common pain points, and actually help customers solve problems without needing to call in. </p> <p>The easier it is for people to help themselves, the better their overall experience and the lighter the load on your support team.</p> <h2 class="wp-block-heading"><strong>7. Monitor and Act on </strong><strong>Customer Feedback</strong></h2> <p>Customers can be your greatest asset in the effort to <a href="https://inmoment.com/blog/improve-customer-experience/">improve your organization’s CX</a>, but only if you’re listening. </p> <p>Use post-call surveys to gather feedback on what’s working and what needs improvement. Then, take action. Use those insights to adjust policies, refine training, and close the gaps that impact customer experience.</p> <p>Turning feedback into meaningful change shows customers you’re paying attention—and that builds long-term trust.</p> <h2 class="wp-block-heading"><strong>8. </strong><strong>Automate</strong><strong> QA Scoring </strong></h2> <p>Automating quality assurance (QA) scoring with a tool like InMoment gives you a clearer, more consistent view of customer interactions.</p> <p>It helps surface inconsistencies, uncover agent training opportunities, and optimize how your team shows up on every call. Automated scoring also allows you to review a much larger volume of conversations and removes human bias from the equation, making your customer insights more reliable.</p> <p>With the right system in place, you can track sentiment, spot trends, and make smarter CX decisions at scale.</p> <h2 class="wp-block-heading"><strong>9. Provide Ongoing Coaching and </strong><strong>Quality Assurance</strong></h2> <p>Consumer needs, preferences, and pain points are constantly evolving, so your training shouldn’t stop after agent onboarding. </p> <p>Use surveys, call recordings, emails, and other touchpoints to identify where agents are thriving and where they’re struggling. Then, tailor your coaching to match your findings. If agents are having trouble with difficult conversations, prioritize soft skills like empathy and de-escalation.</p> <p>Ongoing coaching can help keep skills sharp, build agent confidence, and help your team deliver stronger experiences across every customer interaction, potentially improving CSAT scores. </p> <h2 class="wp-block-heading"><strong>10. Make Your Support Channels Work Together</strong></h2> <p>Customers don’t always start with a phone call. They might reach out to your brand through email, social media, or even SMS before connecting with a live agent.</p> <p>To give them a better experience, focus on omnichannel consistency. If someone starts a conversation with a chatbot and later calls in to speak with a human, your agents should have access to that earlier conversation for context. This helps you avoid redundant back-and-forth, reduces frustration, and helps your team deliver faster support.</p> <p>Aligning your channels leads to smoother interactions and smarter CX optimization. </p> <h2 class="wp-block-heading"><strong>11. Equip Agents With Integrated Tools</strong></h2> <p>Disconnected systems slow customer service agents down and make it harder to streamline support. When they have to jump between platforms just to answer a question, it creates delays and unnecessary friction.</p> <p>Integrating your CX software with tools like CRMs and feedback platforms gives agents a holistic view of each customer’s journey and sentiment. That context improves service quality and makes it easier to address customer issues quickly and effectively.</p> <p>With the right tools in place, reps can spend less time switching tabs and more time solving problems.</p> <h2 class="wp-block-heading"><strong>12. Set Clear, </strong><strong>Customer-Centric</strong><strong> </strong><strong>KPIs</strong></h2> <p>Key performance indicators (KPIs) help you track whether your CX optimization efforts are working and where to adjust. </p> <p>Balance efficiency metrics like average handle time with customer-focused indicators like customer effort score (CES), net promoter score (NPS), CSAT, and first contact resolution. These numbers give you a clearer view of how customers actually feel about their experience.</p> <p>If the data points to positive progress, keep going. If not, adjust your strategy using insights from conversational intelligence and direct customer feedback. </p> <h2 class="wp-block-heading"><strong>13. Communicate Proactively With Customers</strong></h2> <p>When issues come up—like service disruptions or product delays—don’t wait for the complaints to roll in. Proactively reach out to let customers know you’re aware of the problem and working toward a resolution. </p> <p>This kind of communication can ease concerns, reduce your call center’s inbound call volume, and help lower wait times for other customer support tickets. More importantly, it builds trust by showing customers you’re in control and paying attention.</p> <h2 class="wp-block-heading"><strong>14. Celebrate Agent Wins and Promote Engagement</strong></h2> <p>While it’s important to address areas where call center agents may be struggling, focusing only on what’s going wrong can hurt morale and lead to burnout. Recognition matters.</p> <p>Make space to celebrate wins. Reward agent performance with incentives like gift cards, team shout-outs, or spotlight features for those who go above and beyond. Recognize the reps who consistently exceed customer expectations, and let others see what great service looks like in action.</p> <p>A culture of appreciation improves the agent experience, supports retention, and motivates the entire team to keep raising the bar.</p> <h2 class="wp-block-heading"><strong>15. Address Systemic Issues That Drive Negative CX</strong></h2> <p>Not all negative CX stems from call center agents. Broader issues, like faulty products, unclear company policies, shipping delays, or complicated purchasing processes can just as easily erode customer trust. </p> <p>Use conversational intelligence software to identify recurring pain points and understand what’s really driving customer dissatisfaction. Then, take direct action to fix the root causes. For example, if shipping delays are a frequent complaint, work with your logistics provider to improve delivery timelines or explore other partners.</p> <p>Fixing these systemic issues improves future experiences and shows customers that your business listens and follows through.</p> <h2 class="wp-block-heading"><strong>16. Continuously Iterate Based on Data</strong></h2> <p>As customers’ needs and expectations evolve, your CX optimization efforts should evolve with them. Regularly review customer data from surveys, agent-customer interactions, and KPIs to spot what’s working and where you can improve. </p> <p>Small, consistent changes based on real insights can help your customer service team stay responsive and aligned with what your audience values. Ongoing CX reviews and experimentation not only improve satisfaction but also strengthen retention over time. </p> <h2 class="wp-block-heading"><strong>Improve Your </strong><strong>Call Center</strong><strong>’s </strong><strong>Customer Experience</strong><strong> With InMoment</strong></h2> <p>Excellent customer service experiences can increase customer satisfaction, strengthen loyalty, and reduce churn. To enhance CX, use conversational intelligence to identify experience gaps, offer regular agent training focused on both hard and soft skills, act on customer feedback, ensure consistent support across communication channels, and recognize standout agent performance to keep motivation high.</p> <p>InMoment’s integrated CX intelligence platform helps improve the call center experience by delivering rich customer insights. It captures customer feedback, surfaces common challenges and CX trends through conversational intelligence, and supports data-driven action plans to strengthen your overall strategy. </p> <p><a href="https://inmoment.com/demo/"><strong>Schedule a demo with InMoment today</strong></a><strong> to see how our platform can power your next stage of CX optimization!</strong></p>]]></content:encoded> </item> <item> <title>Reduce Call Escalations and Improve CX: Tips for Contact Centers</title> <link>https://inmoment.com/blog/reduce-call-escalations-call-center/</link> <dc:creator><![CDATA[Jaren McMillan]]></dc:creator> <pubDate>Sat, 07 Jun 2025 19:10:33 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">https://inmoment.com/?p=93419</guid> <description><![CDATA[Struggling with high call escalations? Explore effective ways to empower agents, resolve issues faster, and boost customer satisfaction in your call center.]]></description> <content:encoded><![CDATA[<p>Sometimes, even the most skillful contact center agents have no choice but to escalate a call to their supervisors. However, it’s not an ideal scenario by any means, especially when it happens often. Escalated calls are time-consuming, costly, and stressful. They also lower agent confidence and increase the likelihood of customer churn.</p> <p>Therefore, reducing call escalations is a mission-critical priority for contact center leaders. The good news is that with the right tools and strategies, you can definitely resolve more issues on first contact to lower costs and improve customer retention.</p> <h2 class="wp-block-heading"><strong>What is a call escalation in a call center?</strong></h2> <p>Call escalation, also known as supervisor escalation, is the process of transferring a customer issue from the frontline agent to the supervisor. This typically happens when the agent lacks the authority, access, or expertise to resolve the concern on their own. Escalations can be triggered by complex issues, unresolved complaints, or an angry customer who requests to speak to someone in a higher position.</p> <p>While this process is necessary in some cases, frequent escalations often signal gaps in agent training, knowledge base access, or outdated call center workflows. These gaps can lead to longer wait times, higher average handle time, and lower <a href="https://inmoment.com/blog/customer-satisfaction-survey/">customer satisfaction</a>.</p> <p>With the right tools and processes, like intelligent routing and automation, call centers can take a confident step towards reducing unnecessary escalations. It also empowers agents to resolve more issues on first contact by handling routine tasks and surfacing key customer insights.</p> <h3 class="wp-block-heading"><strong>The different types of call escalation</strong></h3> <p>Not all call escalations are the same. For example, an agent escalating a call because of a product malfunction outside their scope is different from an angry customer requesting to speak to the agent’s supervisor.</p> <p>Therefore, effective <a href="https://inmoment.com/blog/call-center-management/">call center management</a> requires a structured approach to de-escalation. This is the idea behind an escalation matrix, a framework that applies the right role, responsibility, and skill set to each escalation type.</p> <p>Instead of letting agents fret over who to contact, the matrix ensures that each escalation category is handled by the individuals and processes best suited for it.</p> <p>Speaking of which, here’s a quick look at the three common types of escalation:</p> <ol class="wp-block-list"><li><strong>Technical escalations</strong><br>These occur when a customer issue is beyond the frontline agent’s expertise. If an issue involves complex systems or integrations requiring an advanced technical profile, it’s transferred to a higher-level technician or specialized team.<br></li> <li><strong>Procedural escalations</strong><br>When agents encounter unclear or inflexible policies, such as refund guidelines, service limits, or contractual terms, they may need to involve a higher authority to make a decision. These types of escalation are common in regulated industries where strict workflows apply.<br></li> <li><strong>Emotional escalations</strong><br>Sometimes, the issue is less about complexity and more about emotion. A customer who feels unheard by the agent, for instance, may demand to speak with a supervisor. Without proper de-escalation, these emotionally charged moments can spiral into conflict. Agents trained in active listening and problem-solving are better equipped to handle such interactions calmly.</li></ol> <h2 class="wp-block-heading"><strong>Common Reasons for Call Escalations in Contact Centers</strong></h2> <p>In many contact centers, escalations stem from breakdowns in training, tools, or communication. Some of the most common causes include:</p> <ul class="wp-block-list"><li><strong>Limited agent authority or knowledge </strong>for providing support, resolving the ticket, or making decisions. The lack of access to the right information prolongs the escalation process, frustrating both the customer and the agent.<br></li> <li><strong>Inadequate training or support resources</strong> for frontline agents makes it difficult to handle complex issues with confidence. Without the right knowledge base or support tools, even experienced agents will struggle with first contact resolution (FCR).<br></li> <li><strong>Poor call routing or misalignment of skill sets </strong>means customer calls often go to agents ill-equipped to resolve them. This wastes time, effort, and results in escalations. Intelligent routing based on issue type and agent skill level is key to reducing this kind of friction.<br></li> <li><strong>Complex or unclear company policies</strong> like refund rules, hidden fees, or rigid processes can make it difficult for agents to offer solutions without escalating to supervisors.<br></li> <li><strong>Emotionally charged interactions without de-escalation tactics </strong>result in immediate customer dissatisfaction. Without proper training in active listening and emotional intelligence, agents may unintentionally escalate a situation by failing to meet an increasingly disgruntled customer’s needs.</li></ul> <h2 class="wp-block-heading"><strong>Benefits of Reducing Call Escalations</strong></h2> <p>Frequent call escalations increase operational costs and discourage <a href="https://inmoment.com/blog/customer-loyalty/">customer loyalty</a>. A strategic approach to reducing escalations enables call center leaders to create a more efficient and customer-centric operation. Here are four powerful benefits of improving your escalation management process:</p> <h3 class="wp-block-heading"><strong>Improved customer experience</strong></h3> <p>When agents resolve customer issues within the first interaction, they significantly reduce wait times and feelings of frustration. The result is a more positive customer experience, greater customer satisfaction, and stronger loyalty.</p> <h3 class="wp-block-heading"><strong>Increased agent confidence and efficiency</strong></h3> <p>The right training, knowledge base, and decision-making authority allow agents to handle complex issues independently. This builds confidence, boosts morale, and reduces average handle times, enabling more effective problem-solving.</p> <h3 class="wp-block-heading"><strong>Better use of supervisor time</strong></h3> <p>When fewer calls are escalated, supervisors can shift their focus from constant firefighting to team development and process improvement. As a result, they spend more time on strategy without having to worry about handling multiple customer issues.</p> <h3 class="wp-block-heading"><strong>Lower operational costs</strong></h3> <p>Each escalation increases handling time and touches multiple resources. Reducing escalations drives down repeat contacts, optimizes staffing, and helps streamline call center workflows. These results are key for lowering operational costs and encouraging better use of existing tools and talent.</p> <h2 class="wp-block-heading"><strong>Strategies to Reduce Call Escalations in a Call Center</strong></h2> <p>A strategic approach is required for creating a smarter and more responsive contact center to reduce call escalations. From optimizing call routing to equipping frontline agents with better resources, these strategies can help call center management streamline operations, improve the customer experience, and build lasting customer trust.</p> <h3 class="wp-block-heading"><strong>1. Improve First Contact Resolution (FCR)</strong></h3> <p>One of the most effective ways to reduce escalations is by focusing on First Contact Resolution (FCR). As one of the most crucial <a href="https://inmoment.com/conversation-intelligence-analytics-software/">call center metrics</a>, FCR measures the percentage of calls an agent resolves during the initial interaction without any follow-ups.</p> <p>A high FCR suggests that calls are mostly routed to the right agents who have the necessary tools and knowledge to resolve them. This prevents additional strain on supervisors and senior staff.</p> <p>Improve FCR by implementing skills-based routing to ensure each call reaches the agent best equipped to address it. Use targeted training to improve agent performance and empathy during stressful situations. Re-evaluate your policies to see if anything prevents agents from confidently resolving issues on their own.</p> <h3 class="wp-block-heading"><strong>2. Use Conversational Intelligence Software</strong></h3> <p>Many call escalations stem from a lack of visibility into what’s really happening during customer interactions. With tools like InMoment’s <a href="https://inmoment.com/conversation-intelligence-analytics-software/">conversational intelligence software</a>, you can analyze 100% of customer interactions to unlock valuable insights into customer behavior. The tool uses AI-powered capabilities such as call summarization and sentiment analysis to reveal early signs of frustration, spot patterns, and surface root causes behind escalations.</p> <p>These insights empower agents to proactively address concerns before they intensify. Managers, on the other hand, are able to make data-driven decisions on agent training, call center workflows, and escalation management.</p> <p>As a result, conversational intelligence helps you reduce supervisor escalations and improve your team’s ability to deliver swift and empathetic support.</p> <h3 class="wp-block-heading"><strong>3. Empower Agents with Better Training and Knowledge Bases</strong></h3> <p>When agents feel confident, they resolve more customer issues without needing to escalate. The best way to encourage confidence is to provide targeted training to each frontline team member. Focus on aspects like problem-solving, communication skills, and de-escalation techniques. Give them tools to recognize emotional cues and respond with empathy and clarity.</p> <p>Support this training with an easy-to-navigate knowledge base providing quick access to accurate answers, process updates, and product details. The faster agents can find information, the more efficiently they can resolve complex questions.</p> <p>With the right resources and training, your agents stay in control and deliver better support, without having to involve supervisors.</p> <h3 class="wp-block-heading"><strong>4. Implement Call Routing Based on Issue Complexity</strong></h3> <p>Not every customer concern requires the same level of expertise. When your call routing system sends complex issues to agents without the right skills, it increases frustration and triggers unnecessary escalations.</p> <p>Use intelligent routing to match calls with agents based on issue complexity, topic, or urgency. For example, product specialists are better suited to handle technical support questions, while billing concerns should be routed to agents trained in finance workflows. This alignment helps customers reach the right person faster, reducing average handle time and improving first call resolution.</p> <h3 class="wp-block-heading"><strong>5. Analyze Escalation Trends to Fix Root Causes</strong></h3> <p>If you look closely at call escalations, you’re likely to see a pattern. Perhaps agents lack the right knowledge in most of the cases. Maybe a lack of empathy tends to be the main culprit. Analyzing escalation trends helps you pinpoint the root causes behind repeat problems and friction in the support experience.</p> <p>Start by reviewing escalation data across all customer channels, including calls, messaging, and chat. Look for patterns to understand which product areas, topics, or workflows trigger the most supervisor involvement. See if you can identify the agents escalating more frequently due to limited training or knowledge.</p> <p>Use your findings to revise policies, update workflows, and improve knowledge base content. When you address the real source of customer pain, you transform your call center into a <a href="https://inmoment.com/blog/call-center-revenue-generation/">revenue generator</a> for the business.</p> <h3 class="wp-block-heading"><strong>6. Offer Self-Service and Omnichannel Options</strong></h3> <p>Customers expect to have multiple options for issue resolution, including taking care of it themselves. This expectation is stronger in the age of artificial intelligence, where chatbots and virtual assistants are capable of addressing common queries. </p> <p>According to a 2024 Zendesk report, 83% of CX leaders expect to see a five-fold increase in customer self-service interactions. Therefore, businesses must be ready to meet this expectation with self-service tools and a seamless omnichannel support experience.</p> <p>Ensure your help center, FAQs, and automated chatbots are equipped to handle common queries like policy updates or order status. These tools empower customers to resolve issues without needing to speak with a live agent.</p> <p>At the same time, make it easy for customers to move between messaging, email, social media, and phone calls without losing context. Consistency across channels improves customer satisfaction and lowers the likelihood of call escalations.</p> <p>When combined with real-time customer insights, self-service options help reduce call volume, shorten wait times, and allow supervisors to focus on other aspects of the business.</p> <h2 class="wp-block-heading"><strong>Reduce Call Escalations Efficiently with InMoment</strong></h2> <p>Call escalations pose a significant challenge for call center management. They lower agent confidence, require extra effort from supervisors, and damage brand reputation in the long run. A clear and structured approach involving the right tools, processes, and insights is required for reducing escalations.</p> <p>InMoment’s conversational intelligence tool helps you implement this approach. By analyzing every interaction in real time, it uncovers friction points, highlights coaching opportunities, and pinpoints exactly why escalations are happening. As a result, you gain a connected view of customer feedback across surveys, support channels, and call transcripts, allowing you to act on rich insights.</p> <p><a href="https://inmoment.com/demo/"><strong>Schedule a demo today</strong></a><strong> to see how you can reduce escalations and transform your contact center into a revenue driver!</strong></p>]]></content:encoded> </item> <item> <title>What’s Holding Back Post-Call Survey Participation? Insights, Solutions, and Alternatives</title> <link>https://inmoment.com/blog/post-call-survey-participation/</link> <dc:creator><![CDATA[Becca Edwards]]></dc:creator> <pubDate>Fri, 06 Jun 2025 16:45:11 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">https://inmoment.com/?p=93323</guid> <description><![CDATA[Low post-call survey participation can hurt your CX strategy. Find out why it’s happening and what alternatives can drive better response and insight.]]></description> <content:encoded><![CDATA[<p>Post-call surveys have long been a staple in customer experience (CX) programs and contact center strategies. They’re a familiar way to gather immediate feedback after a customer interaction, often used to measure agent performance, track Net Promoter Score (NPS), and capture real-time customer sentiment. But here’s the challenge: response rates are dwindling.</p> <p>Customers are becoming increasingly selective about when, where, and how they provide feedback. And in today’s omnichannel world—where a customer might start on a website, move to a chat, then escalate to a call—the idea that a single interaction tells the whole story simply doesn’t hold up.</p> <p>So, what’s causing the drop in participation? Are post-call surveys still worth the effort? And how can CX leaders rethink their approach to ensure feedback is not just collected—but representative, actionable, and valuable?</p> <p>Let’s break it down.</p> <h2 class="wp-block-heading"><strong>Are post-call surveys still relevant? Unpacking the pros and cons</strong></h2> <p>Post-call surveys still remain one of the most direct ways to hear from your customers and gather data that can drive both short- and long-term improvements.</p> <p>But as customer journeys grow more complex, relying solely on post-call surveys can lead to blind spots. The truth is that they are most effective when paired with broader feedback strategies that meet customers where they are.</p> <p>Let’s look at both sides.</p> <h3 class="wp-block-heading">Pros</h3> <ul class="wp-block-list"><li><strong>1. Capture Immediate Feedback<br></strong>Post-call surveys provide immediate insight into how a customer feels after an interaction. That timeliness means you can respond faster to service failures or follow up on emerging issues before they escalate.</li> <li><strong>2. Gain a Direct Measurement of Core CX Metrics<br></strong>Post-call surveys are one of the most effective ways to measure standardized metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). These benchmarks help track performance over time and <a href="https://inmoment.com/blog/call-center-revenue-generation/">can tie directly to revenue</a> or retention models.</li> <li><strong>3. Get Agent-Level Insight<br></strong>With the right setup, post-call feedback can be linked to individual agents, allowing managers to coach more effectively, recognize top performers, and identify training opportunities.</li> <li><strong>4. Ask Specific Targeted Questions</strong><strong><br></strong>Unlike unsolicited feedback, post-call surveys allow you to ask precise questions about the call experience—whether that’s about resolution, agent empathy, or call handling time.</li></ul> <h3 class="wp-block-heading">Cons</h3> <ul class="wp-block-list"><li><strong>1. Low Participation Rates</strong><strong><br></strong>Industry averages suggest that post-call survey response rates often hover between 5–10%—meaning most voices are never heard.</li> <li><strong>2. Bias in Who Responds<br></strong>The customers who do respond often fall into two buckets: those who had an exceptional experience, and those who are frustrated or angry. That leaves a large group of neutral or moderate experiences unaccounted for, skewing your data.</li> <li><strong>3. Survey Fatigue<br></strong>Customers are bombarded with requests for feedback across channels. If your survey is too long, too repetitive, or poorly timed, it will get ignored.</li> <li><strong>4. It Doesn’t Capture the Whole Journey</strong><strong><br></strong>A phone call might be just one stop on a customer’s journey. Focusing solely on the call risks missing upstream or downstream issues that shaped their overall experience.</li></ul> <h2 class="wp-block-heading"><strong>Common barriers to post-call survey participation</strong></h2> <p>Understanding the obstacles hindering <a href="https://inmoment.com/blog/types-of-surveys/">survey participation</a> is crucial for developing effective strategies. Here are the most common roadblocks:</p> <h3 class="wp-block-heading"><strong>Survey fatigue and customer overload</strong></h3> <p>Customers are inundated with feedback requests across various platforms, leading to survey fatigue. This constant bombardment diminishes their willingness to engage, resulting in lower response rates.</p> <h3 class="wp-block-heading"><strong>Poor timing and delivery method</strong></h3> <p>Surveys sent too soon may catch customers off-guard, while delayed surveys risk being overlooked. Additionally, the choice between channels like Interactive Voice Response (IVR), email, or SMS can influence accessibility and convenience.</p> <h3 class="wp-block-heading"><strong>Lack of incentive or perceived value</strong> </h3> <p>Customers may disregard surveys if they perceive no personal benefit or doubt that their feedback will lead to tangible changes. Without a clear value proposition, engagement declines.</p> <h3 class="wp-block-heading"><strong>Impersonal or generic messaging</strong></h3> <p>Generic survey invitations fail to resonate with customers. Lack of personalization can make the survey feel less relevant and even come across as spam.</p> <h3 class="wp-block-heading"><strong>Lengthy or irrelevant questions</strong></h3> <p>Surveys that are too long or contain irrelevant questions can frustrate respondents, leading to incomplete responses or abandonment.</p> <h2 class="wp-block-heading"><strong>Strategies to improve post-call survey participation</strong></h2> <p>Many organisations struggle to get customers to stick around and share their thoughts after a call. A few simple changes can make a big difference. Below are some tried-and-tested strategies to boost participation—and make sure you’re hearing from more of the voices that matter.</p> <h3 class="wp-block-heading"><strong>1. Optimize timing and channel selection</strong></h3> <p>Selecting the appropriate moment and medium for survey delivery enhances visibility and completion rates. For instance, sending a brief SMS survey shortly after the call can capitalize on the recency of the interaction, making it more likely for customers to respond.</p> <h3 class="wp-block-heading"><strong>2. Personalize the ask</strong></h3> <p>Make every survey feel like a thoughtful conversation, not a checkbox exercise. Create survey invitations that feel personal and authentic, reflecting the individual’s unique experience. Thoughtful personalization can make all the difference in driving higher engagement.</p> <h3 class="wp-block-heading"><strong>3. Keep it short and focused</strong></h3> <p>Limit the number of questions and ensure they are directly relevant to the customer’s recent interaction. This approach reduces friction and the likelihood of survey abandonment.</p> <h3 class="wp-block-heading"><strong>4. Show customers their feedback matters</strong></h3> <p>Demonstrate how customer input has led to tangible improvements. Closing the feedback loop fosters trust and encourages continued participation.</p> <h3 class="wp-block-heading"><strong>5. Consider incentives carefully</strong></h3> <p>Our blog on<strong> </strong><a href="https://inmoment.com/blog/survey-response-rates-incentives/">Survey Response Incentives</a>, explores how offering the right incentive can significantly boost participation—without skewing your results. Small, thoughtful incentives often strike the right balance without introducing bias or compromising data quality.</p> <h2 class="wp-block-heading"><strong>Going beyond post-call surveys with conversational intelligence</strong></h2> <p>While post-call surveys provide valuable insights, they capture only a fraction of the customer experience. Conversational intelligence offers a more comprehensive view by analyzing 100% of customer interactions across channels.</p> <ul class="wp-block-list"><li><strong>Omnichannel Voice of Customer: </strong>By capturing feedback from various touchpoints—calls, chats, emails—organizations gain a holistic understanding of the customer journey. </li> <li><strong>AI-Driven Text Analytics: </strong>Advanced text analytics can uncover patterns and sentiments in customer communications, revealing insights that traditional surveys might miss. </li> <li><strong>AI Summarization: </strong>Automated summarization of interactions enables quick identification of key issues and trends, facilitating faster decision-making</li> <li><strong> Impact Prediction: </strong>Predictive analytics can assess the potential impact of identified issues, helping prioritize actions that will most improve the customer experience.</li></ul> <h2 class="wp-block-heading"><strong>Transforms post-call feedback collection with InMoment</strong></h2> <p>Low participation doesn’t mean post-call surveys are obsolete—but it does mean they need to evolve. The most effective CX programs combine multiple listening methods, tap into unsolicited feedback, and use analytics to turn raw input into action. </p> <p>It’s time to stop chasing surveys and start listening smarter. Our Integrated CX platform combines surveys, conversational intelligence, and reputation insights to give you the full picture—not just a snapshot. It’s time to stop chasing surveys and start listening smarter.</p> <p>Find out how we can help your organization and <a href="https://inmoment.com/demo/">request a demo today</a>.</p>]]></content:encoded> </item> <item> <title>Why Organizations Must Optimize Their Brand for Both People and Machines</title> <link>https://inmoment.com/blog/why-organizations-must-optimize-their-brand-for-both-people-and-machines/</link> <dc:creator><![CDATA[Kameliya Doncheva]]></dc:creator> <pubDate>Fri, 23 May 2025 01:36:27 +0000</pubDate> <category><![CDATA[Reputation Management]]></category> <guid isPermaLink="false">https://inmoment.com/?p=92581</guid> <description><![CDATA[In 2025, your reputation impacts your revenue more than ever before. The way customers find and choose brands has fundamentally changed. They’re no longer just scrolling through traditional search results—they’re asking ChatGPT, Google’s Gemini, and other AI tools for help. These tools respond with curated summaries based on everything they can find about your brand <a class="more-link" href="https://inmoment.com/blog/why-organizations-must-optimize-their-brand-for-both-people-and-machines/">Read more...</a>]]></description> <content:encoded><![CDATA[<h1 class="wp-block-heading"></h1> <p>In 2025, your reputation impacts your revenue more than ever before. The way customers find and choose brands has fundamentally changed. They’re no longer just scrolling through traditional search results—they’re asking ChatGPT, Google’s Gemini, and other AI tools for help. These tools respond with curated summaries based on everything they can find about your brand online.</p> <p>Investing in local SEO is no longer enough to fuel your marketing funnel and drive customer acquisition. Today’s marketing leaders are paying close attention to Generative Search Optimization (GEO) and its growing role in the customer journey. Your brand must show up clearly and confidently—for both people and the machines they trust.</p> <h2 class="wp-block-heading"><strong>What Has Changed: Search Is Now Summarized</strong></h2> <p>When someone asks an AI assistant to recommend a service or product, that tool scans a wide range of sources—your reviews, business listings, photos, and feedback engagement. It builds a snapshot of your brand and uses that to decide if you’re worth recommending.</p> <p>Your first impression is no longer your website or your store—it’s how AI describes you. If that description is outdated or underwhelming, you’re invisible.</p> <h2 class="wp-block-heading"><strong>The Rise of Generative AI in Everyday Decisions</strong></h2> <p>More people are relying on generative AI to make choices, not just search:</p> <ul class="wp-block-list"><li>58% of consumers have used a generative AI platform to seek product or service recommendations—up from just 25% in 2023.</li> <li>Adobe reported a 1,300% increase in retail site visits driven by generative AI tools in Q4 2024.</li> <li>41% of consumers said they would prefer a single AI assistant to search across all platforms for them.</li> <li>70% of Gen Z shoppers say they trust AI-generated product suggestions as much as, or more than, traditional ads.</li> <li>46% of consumers are more likely to consider a business that appears in AI-generated summaries, citing perceptions of modernity and trust.</li></ul> <p>These trends reflect a major behavioral shift. Customers no longer distinguish between a brand’s owned presence and what AI says about them—because that AI summary <em>is</em> the first impression.</p> <h2 class="wp-block-heading"><strong>Understanding Generative Engine Optimization (GEO) and Large Language Model Optimization (LLMO)</strong></h2> <p>Generative Engine Optimization (GEO) is the strategic practice of ensuring your brand appears accurately and favorably in AI-generated results. Unlike traditional SEO that focuses on search engine ranking pages (SERPs), GEO prepares your brand to show up in AI assistants, voice search, and summarized recommendation engines. It involves optimizing brand presence, business listings, and structured content so AI systems can confidently cite your brand as a top result.</p> <p>Large Language Model Optimization (LLMO) is closely related. It refers to shaping your content and digital footprint in ways that LLMs can understand, trust, and elevate. This includes using natural language that reflects customer intent, ensuring consistent and accurate metadata, and consistently generating fresh experience signals—like new reviews and photos.</p> <p>For example, a retailer with regularly updated business listings, consistent review responses, and high sentiment scores is more likely to appear in a ChatGPT summary than one with outdated information—even if the latter ranks well in traditional web search.</p> <h2 class="wp-block-heading"><strong>How to Rank in AI Search</strong></h2> <p>Generative AI platforms like ChatGPT don’t just scrape the web—they synthesize it. When someone asks, “What’s the best salon near me?” or “Where can I find reliable auto service?”, AI tools build a recommendation based on your entire digital footprint—not just your website or ad spend.</p> <p>To be included in those recommendations, your brand needs to look credible, active, and consistent everywhere that matters. Here’s how to ensure you show up:</p> <p><strong>1. Review Freshness and Quality</strong><br>AI values how recently people have talked about your business—and what they’ve said. A steady stream of current, descriptive reviews showcases what your business is good at and who it’s for. Feedback like “staff were helpful” or “great for families” gives LLMs meaningful context for summaries.</p> <p><strong>2. Response Activity</strong><br>Silence signals neglect. Brands that reply to reviews—especially critical ones—within 24 to 48 hours demonstrate responsiveness, which LLMs associate with reliability and customer care. Fast, authentic engagement builds trust with both people and machines.</p> <p><strong>3. Listing Accuracy and Completeness</strong><br>Your business details—hours, services, categories, and contact info—need to be consistent across platforms like Google, Yelp, Apple Maps, and Bing. Inconsistencies create doubt. Incomplete or mismatched data can result in your business being excluded from AI-generated recommendations.</p> <p><strong>4. Visual Presence</strong><br>AI tools factor in your media footprint. Do you have recent photos of your location, team, or products? Do customers upload their own? These visual signals help AI confidently describe your business to others.</p> <p><strong>5. Third-Party Trust Signals</strong><br>Beyond Google, AI looks for validation from other trusted sources. Positive mentions or reviews on niche directories, social platforms, and review aggregators reinforce that your reputation is authentic—not just self-proclaimed.</p> <p>These aren’t just best practices—they’re essential ranking signals. Businesses must take them seriously if they want to grow in the new era of search.</p> <p>In April 2025, ChatGPT introduced a new shopping assistant that helps users discover the right products and services based on their questions, preferences, and available data. ChatGPT will link directly to webpages where users can buy the products or services. If your business isn’t well-represented in that data, you’re excluded from the conversation before it even begins.</p> <h2 class="wp-block-heading"><strong>Real-World Impact</strong></h2> <p>A nationwide retail chain partnered with InMoment to improve its visibility in AI results. After identifying gaps in listing accuracy and review freshness across its Midlands stores, the team launched a targeted initiative to update profiles and gather new feedback. Within three months, those locations saw a 23% lift in local search visibility and an 18% increase in foot traffic, demonstrating the connection between brand reputation and location visits.</p> <h2 class="wp-block-heading">Be the Brand AI Recommends</h2> <p>Generative AI isn’t replacing traditional search—it’s reshaping it. Your reputation is no longer something customers discover after clicking. It’s the reason they click in the first place.</p> <p>InMoment helps brands turn their online reputation into a competitive advantage—ensuring you show up when it matters, whether a customer is asking a friend, searching Google, or consulting ChatGPT. In this new era of search, your reputation isn’t just influencing decisions. It’s making them.</p> <p><strong><a href="https://inmoment.com/reputation-management-demo/">Schedule a strategy session</a></strong> with one of our reputation management experts to discover how InMoment can help you lead in the age of AI-powered search.</p>]]></content:encoded> </item> <item> <title>Using Conversational Intelligence to Transform Customer Experience in Banking</title> <link>https://inmoment.com/blog/conversational-intelligence-in-banking/</link> <dc:creator><![CDATA[Dan Butler]]></dc:creator> <pubDate>Thu, 22 May 2025 17:47:13 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=92550</guid> <description><![CDATA[Meeting customer needs is one of the biggest challenges for the rapidly evolving banking industry. Financial services customers expect faster, smoother, and more personalized journeys. According to a 2023 Accenture survey of banking customers, 72% said that personalization influences their choice of bank. These growing expectations call for AI-driven financial CX that delivers actionable insights <a class="more-link" href="https://inmoment.com/blog/conversational-intelligence-in-banking/">Read more...</a>]]></description> <content:encoded><![CDATA[<p>Meeting customer needs is one of the biggest challenges for the rapidly evolving banking industry. Financial services customers expect faster, smoother, and more personalized journeys. According to a 2023 Accenture survey of banking customers, 72% said that personalization influences their choice of bank.</p> <p>These growing expectations call for <a href="https://inmoment.com/blog/ai-in-financial-cx-the-future-of-banking-experiences/">AI-driven financial CX</a> that delivers actionable insights for banks. Conversational intelligence offers such a solution that analyzes customer interactions at scale to enable smarter decision-making for banking CX teams.</p> <h2 class="wp-block-heading">The current CX challenges in banking</h2> <p>With 71% of consumers preferring two-way messaging with businesses, there is a growing expectation for smooth and frictionless experiences. However, many banks struggle to meet this expectation. Here are four common issues that erode trust and satisfaction for banking customers.</p> <h3 class="wp-block-heading">Long wait times and poor call routing</h3> <p>When customers need help, delays in reaching the right agent can quickly sour the experience. Long hold times, multiple transfers, or being routed to the wrong department signal inefficiency and a lack of empathy. </p> <p>As a result, customers find it difficult to trust the bank’s ability to meet their needs. 61% of consumers are willing to leave a brand after just one negative experience, further increasing the impact of each CX misstep.</p> <h3 class="wp-block-heading">Generic or repetitive interactions</h3> <p>The last thing customers want to hear or see is a template response to their issues. They expect quick and empathetic communication that makes them feel heard. Without personalization or context, interactions feel disengaging, resulting in decreased <a href="https://inmoment.com/blog/customer-loyalty/">customer loyalty</a>.</p> <h3 class="wp-block-heading">Fragmented communication across channels</h3> <p>With multiple communication channels and siloed experience data, banks often struggle to build comprehensive views of customer experiences. Customers have to repeat themselves on different channels, since agents typically lack the full context. This disjointed experience leads to friction, longer resolution times, and a perception that the bank isn’t truly listening.</p> <h3 class="wp-block-heading">Inability to proactively identify and resolve pain points</h3> <p>The modern financial services customer expects proactive support every step of the way. For example, if there are banking products that can address their unique needs, they expect to be aware of them right away. This level of personalized service requires the use of analytical tools to spot emerging friction points and resolve them before it’s too late.</p> <h2 class="wp-block-heading">5 ways conversational Intelligence enhances CX in banking </h2> <p><a href="https://inmoment.com/blog/conversation-intelligence/">Conversational Intelligence (CI)</a> provides an AI-powered approach to enhancing customer experiences across financial institution touchpoints. It processes textual and audio data from multiple channels to provide comprehensive insights into customer behavior. Here are five powerful ways that effective data collection and analysis help improve CX in banking.</p> <h3 class="wp-block-heading">1. Reduces wait times and resolves issues faster</h3> <p>CI tools help triage inquiries in real time by identifying customer intent and urgency. Their ability to connect experience data from various channels saves time for businesses during customer interactions. For example, InMoment provides CI capabilities as part of its <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a> platform to enable better customer understanding and first-contact resolution.</p> <h3 class="wp-block-heading">2. Delivers personalized and contextual interactions</h3> <p>CI analyzes historical data and conversation patterns to help the human agents tailor their responses to each customer’s unique needs and situation. The result is a more empathetic and personalized interaction, whether for checking account balances or resolving complex disputes.</p> <p>For example, if a customer calls her bank to ask about mortgage refinance, CI helps the support agent access the necessary context to help her. Perhaps she’s reached out via chat in the past or has expressed certain feelings in her reviews. </p> <p>These prior questions, preferences, and sentiments make up the context that lets the agent pick up the conversation seamlessly. Instead of starting from scratch, agents leverage the AI-driven capabilities of CI to get straight to the point. As a result, customers feel heard and valued, improving their overall user experience.</p> <h3 class="wp-block-heading">3. Enables proactive support</h3> <p>CI tools detect early signals of dissatisfaction by leveraging <a href="https://inmoment.com/blog/sentiment-analysis/">sentiment analysis</a> for customer feedback. This Natural Language Processing (NLP) technique uncovers intent, effort, and emotions in text to help financial institutions identify recurring issues. As a result, banks step in before problems escalate, improving retention and demonstrating attentiveness.</p> <h3 class="wp-block-heading">4. Increases agent effectiveness </h3> <p>CI boosts agent productivity by equipping them with all the information and context to make effective decisions. With real-time guidance, CI tools can suggest ideal responses, surface relevant knowledge articles, and provide compliance prompts as conversations unfold.</p> <p>The availability of this information reduces the burden on customer support agents, allowing them to focus on improving customer engagement. Without worrying about fetching data or second-guessing protocols, agents lead smoother conversations and provide consistent service.</p> <h3 class="wp-block-heading">5. Provides insights to continually improve CX</h3> <p>Each customer interaction holds valuable insight for banks. Therefore, collecting reviews and saving chat transcripts isn’t enough; it’s far more helpful to understand what they represent. </p> <p>CI supports this goal by continuously analyzing volumes of banking experience data to reveal sentiment trends, pain points, and emerging opportunities. These findings guide everything from product strategy to agent coaching programs, helping banks confidently evolve their CX strategy.</p> <h2 class="wp-block-heading">The use cases for conversational intelligence in banking</h2> <p>From contact centers to compliance teams, CI enables financial institutions to work smarter, respond faster, and create more cohesive <a href="https://inmoment.com/blog/customer-journey/">customer journeys</a>. Below are key use cases where conversational banking delivers value to agents, managers, and customers.</p> <h3 class="wp-block-heading">Contact center optimization</h3> <p>CI helps optimize contact center operations by automating repetitive tasks, identifying bottlenecks, and surfacing actionable insights for improvement.</p> <p>For example, if there is a surge in customer queries about credit card reward programs, CI detects this trend in real-time and alerts CX teams. It also analyzes customer-agent interactions to reveal areas for improvement in response time and quality. Beyond this analysis, CI tools leverage automation to access customer data, suggest troubleshooting scripts, and route calls to the right agents.</p> <p>As a result, agents don’t have to second-guess their next steps or spend valuable time on routine tasks. Instead, they can focus on delivering effective customer service that improves <a href="https://inmoment.com/blog/conversation-intelligence/">call center metrics</a> like average handle time and repeat call rate.</p> <h3 class="wp-block-heading">Compliance and risk monitoring</h3> <p>Regulatory non-compliance has serious consequences for banks, including substantial penalties and reputational damage. CI helps generate evidence for proving compliance by capturing and maintaining accurate logs of all customer interactions. It also automatically detects regulatory red flags like failure to add a required disclaimer when talking to a customer. This proactive monitoring prevents the need for intensive manual review, making it easier for banks to ensure compliance and audit readiness.</p> <h3 class="wp-block-heading">Voice of the Customer (VoC) analysis</h3> <p>Understanding customer sentiment is crucial for building long-term trust and loyalty. With 80% of service organizations expected to use some form of AI by 2026, traditional surveys are no longer viable for feedback collection and analysis. </p> <p>The way forward is <a href="https://inmoment.com/blog/conversational-analytics/">conversational analytics</a>, which captures emotion, intent, and recurring themes across volumes of online interactions. InMoment’s core NLP engine, for instance, offers low-latency text extraction and analytics that process over five social media posts per second to provide real-time updates on customer sentiment.</p> <p>Banks that use CI for VoC analysis gain a richer understanding of the customer journey and respond faster to changes in sentiment. This analysis boosts satisfaction and helps align decisions with what truly matters to customers.</p> <h3 class="wp-block-heading">Training agents and managing performance </h3> <p>A key application of conversational analytics is managing customer support agent performance. The tool digs into customer-agent interactions to highlight wins as well as areas for improvement. </p> <p>The data-driven insights provide excellent agent coaching opportunities. For example, agents exhibiting low empathy during high-stress interactions likely don’t work well under pressure. As a result, managers can tailor a unique training program for them without relying on a one-size-fits-all approach.</p> <h3 class="wp-block-heading">Automating how calls are categorized</h3> <p>Manual tagging for call categorization is time-consuming, error-prone, and inconsistent across agents. CI streamlines the tagging process by automatically detecting the topic, intent, and emotional tone of each conversation. It applies machine learning models trained on historical interaction data to assign categories in real-time.</p> <p>Automating this process improves data quality, saves valuable agent time, and enables banks to generate more reliable reports. It also enhances trend analysis, making it easier to identify high-priority categories for CX improvements.</p> <h3 class="wp-block-heading">Identifying and resolving the root cause behind issues </h3> <p>Conversational analytics supports proactive customer service by unifying insights across channels. From virtual assistants and AI chatbots to mobile banking apps and phone calls, each channel features customer experience signals that CI connects to uncover systemic patterns.</p> <p>For example, if there is a pattern of frustration regarding delayed transactions, CI surfaces this insight so the bank can investigate. This process uncovers underlying issues for the bank to address before it’s too late. As a result, financial institutions proactively meet <a href="https://inmoment.com/blog/why-setting-expectations-is-a-customer-success-must/">customer expectations</a> while driving product improvements.</p> <h3 class="wp-block-heading">Quality assurance</h3> <p>CI transforms quality assurance (QA) by automatically evaluating each customer-agent interaction. The tool scores conversations against pre-defined metrics like tone, compliance, and empathy to provide an objective view of performance trends. This automation ensures consistent service quality across teams by eliminating human oversight or bias.</p> <h3 class="wp-block-heading">Conversation continuity across channels</h3> <p>According to the 2023 Zendesk CX Trends Report, 70% of banking customers expect everyone they interact with at the bank to have full context. This expectation highlights the importance of establishing conversation continuity across multiple channels. If a customer voices a complaint via support chat, they expect the agent to know their issue when they pick up the phone, too.</p> <p>CI ensures this continuity by working within an omnichannel system like the InMoment XI Platform. It connects and collects interactions across channels to provide a comprehensive view of each customer journey. As a result, agents can pick up right where the last conversation left off, saving time and reducing friction.</p> <h2 class="wp-block-heading">Getting started with conversational intelligence in banking</h2> <p>Conversational AI is the next step forward for banks looking to stay competitive and improve service quality. Here’s a step-by-step guide for moving from strategy to impact:</p> <h3 class="wp-block-heading">1. Define your objectives</h3> <ol class="wp-block-list"></ol> <p>Start by outlining your specific CX goals. Are you aiming to improve response times, enhance compliance, reduce call volume, or streamline agent coaching? Clear goals will guide your platform selection and rollout strategy.</p> <h3 class="wp-block-heading">2. Select the right CI platform</h3> <ol start="2" class="wp-block-list"></ol> <p>The right CI platform will save you valuable time and effort without straining your existing resources. InMoment’s conversational analytics platform checks that box by seamlessly integrating with your existing system to offer a range of capabilities, from omnichannel analysis to automated conversation tagging. These features support your CX efforts by taking care of the analytical heavy lifting, allowing you to focus on the human touch.</p> <h3 class="wp-block-heading">3. Integrate it into your banking workflow</h3> <ol start="3" class="wp-block-list"></ol> <p>The right tool will also offer robust <a href="https://inmoment.com/cx-integrations/">CX integrations</a> to smoothly connect with your CRM or automation platforms. This feature enables unified data capture and allows insights to flow freely across teams and touchpoints.</p> <h3 class="wp-block-heading">4. Focus on key metrics</h3> <ol start="4" class="wp-block-list"></ol> <p>With the volume of data at your disposal, it’s crucial to determine the metrics that matter most to your team. Without this focus, you will feel overwhelmed, and your agents will lack a clear definition of success. </p> <p>Start by considering the goals you set at the beginning. If your priority is reducing operational cost, metrics like cost per call, average handle time, and first call resolution are key focus areas. Once you’ve determined the right metrics for your goals, you can better adjust your CX strategies.</p> <h3 class="wp-block-heading">5. Train your customer support team</h3> <ol start="5" class="wp-block-list"></ol> <p>Your CI tool of choice will deliver real value when your team uses it the right way. Beyond explaining the tool’s features, train them on surfacing insights from it and using the information to deliver CX improvements. For example, show them how sentiment analysis of call transcripts reveals intent and emotional state. Guide them on transforming this insight into action that boosts customer satisfaction in future calls.</p> <h3 class="wp-block-heading">6. Refine and scale</h3> <ol start="6" class="wp-block-list"></ol> <p>Continue to improve and scale your platform by tracking progress against your initial objectives. Once you start seeing the desired outcomes, you will feel more confident about expanding your use case or evolving your CX strategy. </p> <p>Stay up-to-date on changing customer expectations with the help of artificial intelligence and automation. From trend analysis to keyword alerts, leverage CI features to continuously improve and amplify the impact of your CX efforts.</p> <h2 class="wp-block-heading">Elevate your bank’s CX strategy with InMoment</h2> <p>Conversational intelligence offers an incredible competitive advantage to banks in the modern age. From using generative AI for empathetic responses to surfacing insights from volumes of customer interaction data, the tool is a game-changer for customer-centric financial institutions.</p> <p>InMoment’s conversational analytics platform brings together all the features necessary to exceed customer expectations. It captures, connects, and analyzes experience data from every relevant channel to highlight actionable insights. The result is a data-driven approach to customer service that improves agent performance and key CX metrics.<br></p> <p><a href="https://inmoment.com/demo/">Schedule a demo today</a> to see how InMoment’s conversational intelligence software can help enhance your bank’s reputation and customer loyalty!</p>]]></content:encoded> </item> <item> <title>Contact Center Quality Assurance: Best Practices to Improve Customer Satisfaction</title> <link>https://inmoment.com/blog/contact-center-quality-assurance/</link> <dc:creator><![CDATA[Dan Butler]]></dc:creator> <pubDate>Tue, 20 May 2025 17:34:32 +0000</pubDate> <category><![CDATA[Integrated CX]]></category> <guid isPermaLink="false">https://inmoment.com/?p=92548</guid> <description><![CDATA[Learn how contact center QA improves customer satisfaction with best practices, feedback loops, and consistent service quality across every interaction.]]></description> <content:encoded><![CDATA[<p>Contact center quality assurance (QA) has become a critical driver of customer satisfaction. As expectations for personalized, efficient, and empathetic service continue to rise, businesses must ensure that every agent interaction meets a high standard. A well-executed QA program empowers teams to maintain consistency, uncover coaching opportunities, and build long-term trust with customers.</p> <h2 class="wp-block-heading"><strong>What is quality assurance in a contact center?</strong></h2> <p>Quality assurance in a contact center is the structured process of monitoring, evaluating, and improving customer interactions to ensure agents consistently meet company standards. QA programs typically assess calls, chats, and emails against criteria such as communication clarity, adherence to protocols, professionalism, and issue resolution effectiveness. The goal is to foster consistent, high-quality support that reflects the brand and enhances the customer experience.</p> <h3 class="wp-block-heading"><strong>What are important call center QA metrics?</strong></h3> <p>Several key QA <a href="https://inmoment.com/blog/call-center-metrics/">metrics</a> help contact centers evaluate agent performance and service quality:</p> <ul class="wp-block-list"><li><strong>Call Quality Score</strong>: A composite score that assesses adherence to internal standards, such as tone, compliance, and problem resolution.</li> <li><strong>Script Adherence</strong>: Measures whether agents follow the prescribed language and flow, especially in regulated industries.</li> <li><strong>Compliance Rate</strong>: Evaluates how well agents meet legal or procedural requirements during interactions.</li> <li><strong>Customer Satisfaction (CSAT)</strong>: Based on post-interaction surveys, this metric reflects how customers feel about their experience.</li> <li><strong>First Contact Resolution (FCR)</strong>: Tracks whether the customer’s issue was resolved in the first interaction, reducing repeat calls and frustration.</li></ul> <p>These metrics give QA managers a clear view of what’s working and where to focus improvement efforts.</p> <h2 class="wp-block-heading"><strong>How can contact center QA improve customer satisfaction?</strong></h2> <p>A robust QA program doesn’t just monitor performance—it actively enhances the customer experience. Here’s how:</p> <h3 class="wp-block-heading"><strong>Ensures consistent service across agents</strong></h3> <p>QA establishes clear benchmarks for tone, professionalism, and solution accuracy. By holding all agents to the same standards, businesses ensure customers receive reliable service—regardless of who picks up the phone.</p> <h3 class="wp-block-heading"><strong>Identifies and corrects performance gaps</strong></h3> <p>By regularly reviewing interactions and scoring them against standardized criteria, QA reveals areas where agents need coaching. These insights help <a href="https://inmoment.com/blog/call-center-management/" data-type="link" data-id="https://inmoment.com/blog/call-center-management/">contact centers</a> implement targeted training that leads to faster, more accurate resolutions.</p> <h3 class="wp-block-heading"><strong>Reinforces empathy and active listening</strong></h3> <p>QA reviews often highlight the importance of soft skills. Coaching agents on empathy, tone, and active listening creates more human-centered interactions that increase trust and loyalty.</p> <h3 class="wp-block-heading"><strong>Drives First Contact Resolution (FCR)</strong></h3> <p>QA processes surface common causes of inefficiencies and missed resolutions. Addressing these patterns enables teams to reduce escalations, shorten handle time, and improve FCR—all key to customer satisfaction.</p> <h2 class="wp-block-heading"><strong>What skills are needed for call center quality assurance?</strong></h2> <p>QA professionals play a vital role in maintaining service standards. The most effective QA analysts bring:</p> <ul class="wp-block-list"><li><strong>Attention to Detail</strong>: Essential for accurately reviewing complex interactions.</li> <li><strong>Analytical Thinking</strong>: Helps identify patterns and root causes of performance issues.</li> <li><strong>Clear Communication</strong>: Needed to provide actionable, supportive feedback.</li> <li><strong>Knowledge of Brand Standards</strong>: Ensures agents represent the company accurately.</li> <li><strong>Coaching Mindset</strong>: Helps turn evaluations into growth opportunities for agents.</li></ul> <h2 class="wp-block-heading"><strong>Contact center QA best practices</strong></h2> <p>Implementing QA effectively requires more than monitoring. These best practices help ensure success:</p> <h3 class="wp-block-heading"><strong>1. Establish clear and measurable QA standards and metrics</strong></h3> <p>Define specific criteria tied to business goals—like tone, issue resolution, and compliance—so every evaluation is consistent and impactful.</p> <h3 class="wp-block-heading"><strong>2. Evaluate a representative sample of interactions</strong></h3> <p>Randomly reviewing a wide range of calls and chats paints a more accurate picture of performance. Modern QA programs leverage conversational intelligence to analyze 100% of interactions, uncovering trends and ensuring fairness. With full coverage, agents are less likely to feel singled out by isolated negative reviews.</p> <h3 class="wp-block-heading"><strong>3. Leverage conversational intelligence for scalable QA</strong></h3> <p>Conversational intelligence is the practice of using AI to analyze large volumes of customer conversations. These tools enable automated QA reviews, identifying key phrases, emotional tone, and outcome success. The result? Scalable insights without sacrificing depth.</p> <h3 class="wp-block-heading"><strong>4. Deliver feedback that’s timely and actionable</strong></h3> <p>Feedback has the most impact when it’s prompt and specific. Use QA results to deliver targeted coaching shortly after an interaction, while the context is fresh and the agent can apply changes right away.</p> <h3 class="wp-block-heading"><strong>5. Involve agents in the QA process</strong></h3> <p>Transparency builds trust. Invite agents to review their scores, ask questions, and reflect on their own performance. This collaborative approach leads to stronger engagement and faster growth.</p> <h3 class="wp-block-heading"><strong>6. Calibrate QA scores for consistency</strong></h3> <p>Human reviewers must regularly align their scoring criteria to ensure fairness. However, conversational intelligence-based scoring ensures consistency across all evaluations and only requires periodic audits to maintain accuracy.</p> <h3 class="wp-block-heading"><strong>7. Connect QA metrics to business outcomes</strong></h3> <p>Tie QA insights directly to KPIs like CSAT, FCR, and retention. When leadership sees a clear link between QA performance and business success, QA becomes a strategic asset.</p> <h3 class="wp-block-heading"><strong>8. Use QA trends to inform coaching and training</strong></h3> <p>Don’t just evaluate—act. Use recurring QA patterns to tailor team-wide training and personalize coaching plans. This helps improve weak spots before they impact more customer experiences.</p> <h2 class="wp-block-heading"><strong>Elevate your contact center processes with InMoment</strong></h2> <p>When done right, contact center QA drives more than internal efficiency. It transforms every customer conversation into an opportunity to build trust, deliver value, and deepen relationships. From setting standards to leveraging AI-powered conversation analysis, effective QA is key to sustainable growth.</p> <p>InMoment’s <a href="https://inmoment.com/conversation-intelligence-analytics-software/">conversational intelligence tools</a> help enterprise brands evaluate interactions at scale, reduce costs, and improve agent performance. Combined with survey insights and reputation management tools, they form a powerful, integrated CX platform that reveals the full picture of customer experience.</p> <p>Ready to take your QA strategy to the next level? <a href="https://inmoment.com/contact-center-leaders/">See how InMoment can help</a>.</p>]]></content:encoded> </item> </channel></rss> If you would like to create a banner that links to this page (i.e. this validation result), do the following:
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