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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>Mon, 16 Jun 2025 17:12:25 +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>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> <item> <title>How Conversational Intelligence Is Reshaping the Client Experience in Finance</title> <link>https://inmoment.com/blog/conversational-intelligence-for-financial-services/</link> <dc:creator><![CDATA[Dan Butler]]></dc:creator> <pubDate>Mon, 19 May 2025 16:16:28 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=92402</guid> <description><![CDATA[Explore how conversational intelligence is transforming client experiences in financial services through real-time insights, personalization, and efficiency.]]></description> <content:encoded><![CDATA[<p>Financial institutions are dealing with growing customer expectations while staying compliant with stricter data privacy laws. With over 50 percent of customers willing to switch banks after one negative experience, organizations can’t afford to rest on their laurels. </p> <p>It’s increasingly important to meet modern expectations with data-driven tools. Conversational intelligence presents a powerful solution for financial service providers in this regard.</p> <h2 class="wp-block-heading">How does conversational intelligence enhance customer experience in financial services?</h2> <p>Personalization, speed, and trust are non-negotiables for the modern financial services customer. According to the 2023 Zendesk CX Trends Report, 72% of banking customers demand immediate service, while 62% agree that personalized interactions are better than general ones.</p> <p><a href="https://inmoment.com/blog/conversation-intelligence/">Conversational Intelligence (CI)</a> moves beyond traditional customer support to provide analytical insights into evolving customer behaviors. Here are three key benefits of conversational AI for financial services:</p> <h3 class="wp-block-heading">Deeper CX insights</h3> <p>With thousands of conversations happening across customer support channels, financial service providers have a wealth of data containing untapped insight. CI empowers them to build rich datasets from these interactions and analyze them for real-time signals about pain points and expectations.</p> <p>For example, conversational artificial intelligence uses algorithms trained on transaction histories to predict future engagement levels. This insight can help identify potential cases of churn, highlight the creditworthiness of account holders, and surface products that should be recommended to customers. This predictive analysis supports proactive service, leading to an enhanced customer experience.</p> <h3 class="wp-block-heading">Increasing first-call resolution (FCR)</h3> <p>Conversation banking also provides insight into recurring customer queries. From credit card complaints to payment disputes, customers bring forth a range of pain points that agents are expected to resolve. Digging into their conversations highlights common issues, allowing agents to update their knowledge bases for faster resolution.</p> <p>As a result, agents succeed in improving key <a href="https://inmoment.com/blog/call-center-metrics/">call center metrics</a> like first-call resolution (FCR), which tracks the percentage of customer inquiries that agents resolve after the first call. The downstream effect of fewer repeat calls is lower operational costs, enabling financial services to achieve profitability while boosting trust.</p> <h3 class="wp-block-heading">Improving agent performance and consistency</h3> <p>Even the most skilled human agents struggle with message consistency, empathy, and real-time recall under pressure. CI supports them by providing real-time guidance during live interactions, helping agents maintain compliance and deliver consistent experiences.</p> <p>For instance, if an agent forgets to mention a required disclosure during a loan application discussion, CI can prompt them right away. Over time, aggregated insights support personalized training and performance reviews, empowering agents to put their best foot forward in each interaction.</p> <h2 class="wp-block-heading">Key use cases of conversational intelligence in finance</h2> <p>Financial institutions leverage conversational AI to improve operational efficiency and deliver better CX outcomes. Here are seven use cases demonstrating the impact of <a href="https://inmoment.com/blog/ai-in-financial-services-three-current-and-emerging-applications/">AI in financial services</a>:</p> <h3 class="wp-block-heading">Improving call center and support interactions</h3> <p>Modern contact centers in the banking industry face immense pressure to reduce costs while delivering frictionless customer service. A tool like InMoment <a href="https://inmoment.com/blog/conversational-analytics/">conversation analytics</a> helps achieve these twin goals through intelligent routing, automating responses to routine tasks, and highlighting areas for improvement across large call volumes. The result is a streamlined experience that boosts customer satisfaction and loyalty.</p> <h3 class="wp-block-heading">Training and coaching financial advisors or agents</h3> <p>Conversational data analysis also empowers managers to create effective agent coaching programs. From flagging behavioral patterns and skill gaps to suggesting next-best steps, the analytical insights help improve financial advice quality and agent confidence.</p> <h3 class="wp-block-heading">Personalizing client experiences at scale.</h3> <p>Customers expect their banks to understand their unique goals and pain points. When they present a query, they look forward to a response that makes them feel heard and valued. </p> <p>It’s no wonder, then, that personalization drives positive experiences, with financial services starting to sit up and take notice. Over 85% of financial brands highlighted personalization as their strategic North Star in a 2023 survey by Dynamic Yield.</p> <p>CI supports personalization efforts by leveraging <a href="https://inmoment.com/blog/sentiment-analysis/">sentiment analysis</a> on customer data, including feedback and past interactions. The insights into customer emotion and intent help agents tailor their responses, offers, and advice to individual needs. </p> <p>With InMoment’s patented, AI-driven Active Listening<img src="https://s.w.org/images/core/emoji/15.0.3/72x72/2122.png" alt="™" class="wp-smiley" style="height: 1em; max-height: 1em;" />, you can go one step further by simplifying the response generation process. The tool leverages generative AI to intelligently respond to customers during the feedback process, resulting in richer insights.</p> <h3 class="wp-block-heading">Driving proactive client engagement</h3> <p>CI ensures proactive customer engagement through deep analysis of behavioral signals and recurring queries. For example, it can detect frequently asked questions about topics like mortgage eligibility in conversational data. The tool uses the information to signal upsell opportunities and prompt timely follow-ups from agents. Agents can then take immediate action to address the pressing customer need, boosting conversion and retention rates.</p> <h3 class="wp-block-heading">Ensuring compliance and risk management</h3> <p>Risk management is a top priority for financial institutions, with rising scrutiny on data privacy and disclosure accuracy. CI helps ensure regulatory compliance by monitoring conversations for flagged language, missing disclosures, and script deviations. This automation prevents the need for manually reviewing thousands of interactions, which is error-prone and unproductive. Instead, compliance teams can confidently detect potential violations, audit conversations, and reduce legal exposure.</p> <h3 class="wp-block-heading">Automating how calls are categorized</h3> <p>Accurate call categorization helps teams analyze trends, prioritize resources, and allocate follow-up. Conversational AI tools use machine learning to auto-detect customer intent and apply the correct categories in real time. Just like with compliance, CI eliminates manual work in call categorization, improving reporting accuracy and reducing agent workload.</p> <h3 class="wp-block-heading">Identifying and resolving root cause behind issues</h3> <p>Instead of simply chasing metrics, financial institutions must surface insights from the numbers. For instance, a low average handle time looks good on paper until you realize agents are rushing their calls! The best way to stay competitive and take insight-driven action is by addressing the root cause behind customer service issues.</p> <p>CI supports this important step by aggregating interaction data across your channels to unveil recurring issues. This visibility helps CX teams identify the underlying issue, whether it’s low agent confidence, a training gap, or a systemic flaw. The outcome is better experiences, fewer support calls, and significant cost savings.</p> <h2 class="wp-block-heading">How to implement conversational intelligence in financial services</h2> <p>The right approach empowers financial services providers to smoothly integrate CI into their workflows. The following steps are key to unlocking powerful insights, improving customer experiences, and enhancing operational efficiency.</p> <h3 class="wp-block-heading">1. Define objectives and map customer journeys</h3> <p>Start by identifying the specific goals your CI tool should support. For instance, improving customer satisfaction is a primary goal for customer-centric organizations, but maybe you’ve been hitting the mark there. Perhaps a bigger problem for you is the rising cost of contact center operations. Or maybe you want to ensure stricter compliance due to recent policy changes.</p> <p>The next step is to map out key customer journeys where valuable conversations occur. These journeys could include onboarding, loan processing, or any customer interaction with your bank. The idea is to identify high-impact moments where you can focus your CI efforts.</p> <h3 class="wp-block-heading">2. Use the right conversational intelligence platform</h3> <p>The right CI platform offers omnichannel coverage, tried-and-tested Natural Language Processing (NLP) models, and seamless integration with your existing systems. </p> <p>InMoment’s <a href="https://inmoment.com/conversation-intelligence-analytics-software/">conversational intelligence software</a> goes beyond these features to support your regulatory compliance goals as well. It leverages accurate in-house transcription to safely capture the entirety of each agent-customer interaction for audit purposes. The tool uses machine learning to flag missing disclosures, suspicious recommendations, and other areas where the agent may not be acting in the customer’s best interests.</p> <p>As a result, you don’t have to invest valuable hours into unproductive manual audits. You free up more time for building stronger customer relationships and improving key aspects of the banking experience.</p> <h3 class="wp-block-heading">3. Educate and train team members</h3> <p>Effective CI implementation depends on adoption. Ensure agents, advisors, analysts, and managers understand how to use the new tools and interpret insights correctly.</p> <p>Offer hands-on training sessions that explain how CI empowers agents in their daily tasks. Highlight the tool’s ability to support real-time decision-making and ensure compliance in each interaction. Educated agents not only perform better with CI but also become internal advocates, which helps streamline CI adoption across other teams.</p> <h3 class="wp-block-heading">4. Operationalize insights across teams and touchpoints</h3> <p>The true value of <a href="https://inmoment.com/blog/ai-in-financial-cx-the-future-of-banking-experiences/">AI in financial CX</a> lies in transforming analytical insights into action. Establish cross-functional workflows to ensure that customer data and feedback loops inform everything from chatbot training to script updates and escalation paths. </p> <p>For example, if CI highlights growing dissatisfaction with a product release, communicate it to your developers and marketing team. Work with them to implement the necessary fixes and inform customers with timely and effective updates. Don’t let insights sit on the dashboard—embed them into workflows to stay competitive and customer-centric.</p> <h2 class="wp-block-heading">Power smarter, more personalized experiences in finance with InMoment</h2> <p>With personalization and smoother banking influencing customer decisions, an AI-powered CX strategy is more important than ever before. It takes care of the analytical workload for thousands of customer interactions, providing valuable insights so you don’t have to guess at what works.</p> <p><br>With InMoment’s conversational intelligence tool for financial services, you can track and improve key contact center metrics to move ahead of the pack. <a href="https://inmoment.com/demo/">Schedule a demo today</a> to see how our analytics and automation help you meet modern customer needs while reducing risk exposure!</p>]]></content:encoded> </item> <item> <title>Conversational Intelligence for Insurance: Transforming Claims, Compliance, and Customer Experience</title> <link>https://inmoment.com/blog/conversational-intelligence-for-insurance/</link> <dc:creator><![CDATA[Dan Butler]]></dc:creator> <pubDate>Sat, 17 May 2025 17:18:17 +0000</pubDate> <category><![CDATA[Conversational Intelligence]]></category> <guid isPermaLink="false">https://inmoment.com/?p=92547</guid> <description><![CDATA[Learn how conversational intelligence transforms insurance operations—enhancing CX, accelerating claims, and navigating regulatory compliance.]]></description> <content:encoded><![CDATA[<p>From geopolitical instability to a shifting regulatory landscape, the insurance industry is experiencing significant transformation. These massive shifts, combined with rising policyholder expectations for smooth and personalized service, require a data-driven approach to providing insurance.</p> <p>Conversational Intelligence (CI) is emerging as a game-changer in this space. It leverages artificial intelligence to analyze agent-customer interactions, streamline workflows, and improve outcomes across claims, service, and compliance.</p> <h2 class="wp-block-heading">Benefits of conversational intelligence for insurance providers</h2> <p>With the insurance industry navigating growing expectations and complexity, the need for efficient and personalized services is greater than ever. Here are four major ways in which <a href="https://inmoment.com/blog/how-conversational-intelligence-improves-account-health/">CI improves account health</a> for insurance providers.</p> <h3 class="wp-block-heading"><strong>Faster, more accurate claims processing</strong></h3> <p>Delays in claims processing erode customer trust and drain resources. Conversational intelligence helps by analyzing automated call summaries to flag common issues, uncover friction in workflows, and guide agents toward smoother resolution.</p> <p>For example, if multiple policyholders are confused about required documentation, conversational AI technology surfaces those patterns across channels. This allows insurers to clarify policy details, reduce wait times, and even automate repetitive tasks like follow-up reminders. As a result, the claims process is more efficient and consistent.</p> <h3 class="wp-block-heading"><strong>Improved customer experience and personalization</strong></h3> <p>Policyholders expect empathy and transparency when interacting with their insurer. With AI-driven insights, insurance companies are better able to identify unique customer needs, concerns, and preferences. </p> <p>CI also supports effective <a href="https://inmoment.com/blog/ci-for-location-based-campaigns/">location-based campaigns</a> by highlighting how policyholders respond in different regions. This information is useful for delivering tailored communication across the entire customer journey. Customers feel heard and valued, which is key for retention and satisfaction.</p> <h3 class="wp-block-heading"><strong>Agent coaching and performance optimization</strong></h3> <p>Even top-performing agents require targeted coaching to put their best foot forward. CI helps achieve this goal by giving supervisors visibility into agent behavior. It surfaces patterns from customer queries, tone, and resolution quality. </p> <p>Unlike manual review, the automated nature of CI allows managers to evaluate 100% of agent-customer interactions without breaking a sweat! As a result, contact center leaders can use real call data to monitor human agent behavior, pinpoint best practices, and identify areas for improvement.</p> <h3 class="wp-block-heading"><strong>Better compliance monitoring and risk reduction</strong></h3> <p>Organizations are increasingly keen on evolving their compliance programs to avoid penalties and reputational damage. According to Drata’s <em>2023 Compliance Trends Report</em>, 87% of organizations indicated negative outcomes due to low compliance maturity. With the insurance business being such a heavily regulated space, insurers are under immense pressure to comply.</p> <p>The ability of CI to automatically monitor and record conversations across channels is invaluable here. Besides tracking 100% of conversations for audit purposes, it helps ensure regulatory adherence by detecting missed disclosures and suspicious agent behavior.</p> <p>Therefore, compliance and QA teams no longer need to manually review every interaction. Instead, they can focus their efforts where the risk is highest, significantly improving risk management and ensuring that the entire organization remains audit-ready.</p> <h2 class="wp-block-heading">Key use cases of conversational intelligence in insurance</h2> <p>The ability to analyze customer interactions at scale is crucial for improving policyholder experiences and internal operations. The following use cases show how CI helps insurance providers deliver proactive and personalized service across the entire customer journey.</p> <h3 class="wp-block-heading"><strong>Claims management and fraud detection</strong></h3> <p>Few processes are as critical in the insurance industry as claims processing. Delays, miscommunication, or oversight at this stage result in lost trust, increased operational costs, and reputational damage. CI equips insurance providers with the tools to analyze claims-related conversations in real-time, helping them accelerate resolutions while also detecting potential fraud.</p> <p>The tool uses <a href="https://inmoment.com/blog/nlp-natural-language-processing/">natural language processing (NLP)</a> to sift through thousands of call transcripts and identify patterns in claim inquiries. For instance, if it spots inconsistencies across different policyholder accounts, it flags them for further review. This feature is key for early fraud detection without requiring exhaustive manual analysis.</p> <p>Beyond fraud, CI tools help streamline the claims journey by identifying common pain points. They highlight instances of frustration and confusion amongst policyholders, so that insurers can adjust their scripts or update internal workflows for more efficient service.</p> <h3 class="wp-block-heading"><strong>Enhancing call center operations</strong></h3> <p>Modern contact centers in the insurance sector handle an overwhelming volume of inquiries, from simple policy questions to complex claims. With rising expectations for speed and accuracy, operational performance can’t be left to guesswork.</p> <p>Conversational AI helps by analyzing every interaction, uncovering performance trends, and supporting informed decision-making. For instance, it processes call summaries in real-time to surface actionable insights like recurring complaints, long silences, or script deviations. This information helps leaders understand why calls take longer to resolve or which agents require additional coaching.</p> <p>CI also supports smarter staffing decisions by revealing call volume patterns and common call categories. The result is a more responsive and efficient operation that reduces wait times, improves consistency, and allows teams to focus on high-value engagements.</p> <h3 class="wp-block-heading"><strong>Improving customer onboarding and policy renewals</strong></h3> <p>The first impression sets the tone for the entire customer journey. Additionally, policy renewals are a make-or-break moment for retention. CI improves both processes by equipping insurance providers with instant insight into friction points, common complaints, and missed opportunities for <a href="https://inmoment.com/blog/customer-engagement-platform/">customer engagement</a>.</p> <p>For example, if many policyholders ask the same questions about coverage limits or pricing during onboarding, CI surfaces those trends for contact center teams. Agents and managers are then able to optimize scripts, educational content, and self-service flows. During renewals, the tool can help by flagging sentiment shifts in real time. This allows agents to address concerns proactively before a policy lapses.</p> <h3 class="wp-block-heading"><strong>Boosting compliance and QA processes</strong></h3> <p>Ensuring regulatory compliance across high-volume customer interactions is both critical and resource-intensive. Conversational AI platforms help through continuous call monitoring and analysis. These processes are key for detecting missed disclosures or suspicious agent behavior.</p> <p>QA teams benefit from CI through automatic analysis of each agent-customer interaction. This ensures regulatory accuracy, improves agent consistency, and drastically reduces the effort and cost of manual review. It also supports audit readiness, helping insurers stay aligned with industry standards without sacrificing operational efficiency.</p> <h3 class="wp-block-heading"><strong>Identifying customer sentiment and service gaps</strong></h3> <p>Understanding how policyholders feel is essential to delivering standout service. CI leverages <a href="https://inmoment.com/blog/sentiment-analysis/">sentiment analysis</a> to track tone, emotion, and intent in real-time across all customer queries and channels like chatbots and social media.</p> <p>This enables insurers to detect cases of confusion, frustration, or disengagement among customers. These emotional signals highlight emerging service gaps, so that teams can prioritize follow-up and refine customer support strategies for better outcomes.</p> <h3 class="wp-block-heading"><strong>Automating how calls are categorized</strong></h3> <p>Accurate conversation tagging is essential for tracking issue trends, reporting, and process improvement. But manual categorization is time-consuming and often inconsistent.</p> <p>Conversational AI removes this friction by automatically detecting intent and applying relevant categories to every interaction. For instance, InMoment’s CI tool uses machine learning to auto-detect customer intent and apply the right category in real time. This automation reduces repetitive tasks for agents and ensures consistent data collection for QA, product, and operations teams.</p> <h3 class="wp-block-heading"><strong>Identifying and resolving root cause behind issues</strong></h3> <p>Surface-level issues like repeated customer support calls or frequent clarifications on insurance policy terms often point to deeper problems. CI helps uncover the root cause by aggregating and analyzing interaction data across every communication channel.</p> <p>By connecting these dots, insurers can detect recurring breakdowns in communication, process bottlenecks, or knowledge gaps that drive dissatisfaction. These <a href="https://inmoment.com/blog/conversational-intelligence-insights/">CI insights</a> empower teams to take strategic action, including agent training and removing operational bottlenecks. The result is a smoother customer experience and long-term cost savings.</p> <h2 class="wp-block-heading">Steps for implementing conversational intelligence in insurance</h2> <p>Integrating CI into your daily operations involves more than just investing in the tool. It requires a strategic rollout, from identifying your goals to training your team. Here are four key steps for leveraging CI to transform conversations into actionable insights.</p> <h3 class="wp-block-heading"><strong>1. Identify use cases and goals</strong></h3> <p>The first step towards successful conversational AI implementation is knowing exactly where it can deliver the most value. For insurance providers, this means identifying the high-impact customer interactions or internal workflows that would benefit most from CI insights.</p> <p>Start by involving key stakeholders and aligning on mission-critical outcomes. These objectives could include increasing customer satisfaction, reducing claims processing times, or boosting compliance.</p> <p>The next step is to identify corresponding use cases where CI can play a key role. For example, InMoment’s <a href="https://inmoment.com/blog/conversational-analytics/">conversation analytics</a> platform helps reduce legal exposure by automatically monitoring conversations for missed disclosures.</p> <h3 class="wp-block-heading"><strong>2. Choose the right conversational intelligence platform</strong></h3> <p>Choose a platform that goes beyond the technology to assist you with professional services, including data collection, analysis, and selecting the right metrics to track. </p> <p>As a leader in customer experience and conversational intelligence, InMoment helps large insurance providers turn unstructured data into action. Its conversational AI platform offers:</p> <ul class="wp-block-list"><li>Accurate transcription and NLP tailored for industry-specific terminology<br></li> <li>Multilingual support for diverse policyholder bases<br></li> <li>Built-in data security and compliance features to protect sensitive customer data<br></li> <li>Seamless integration with existing CRM, claims management systems, and contact center tools<br></li> <li>Omnichannel capabilities to unify conversations across voice, chat, email, and apps</li></ul> <p>These features help surface opportunities to improve service quality, reduce risk, and boost operational agility at scale. As a result, you can simplify decision-making and drive positive customer experience outcomes by working with a proven partner.</p> <h3 class="wp-block-heading"><strong>3. Integrate with existing systems</strong></h3> <p>CI delivers maximum value when it works in concert with your existing technology stack. Seamless integration with tools like CRM platforms and claims management systems enables CI to analyze key datasets and provide valuable insights.</p> <p>InMoment leverages robust <a href="https://inmoment.com/cx-integrations/">CX integrations</a> to enable the smooth flow of data across systems. These integrations empower teams to use shared insights and access a unified view of each policyholder’s history and preferences. By eliminating information silos, integrations allow for smoother experience management.</p> <h3 class="wp-block-heading"><strong>4. Train teams and set usage guidelines</strong></h3> <p>Train your customer support agents and managers on how to make the most of conversational AI features. Besides enhancing adoption across teams, this step is key for ensuring consistent value for policyholders.</p> <p>When teams understand how to track metrics, analyze automated call summaries, and trigger <a href="https://inmoment.com/survey-software-for-customer-experience/">post-call surveys</a>, they are better able to adopt a proactive approach to work. Similarly, managers can improve their coaching programs and ensure compliance by learning how to interpret customer interactions.</p> <p>It’s also crucial to establish clear usage guidelines for your CI tool. This practice ensures teams use the tool responsibly and consistently. As a result, you can integrate AI into daily operations without compromising the human touch that customers value the most.</p> <h2 class="wp-block-heading">Drive performance and progress with InMoment’s Conversational Intelligence</h2> <p>From faster claims processing to surfacing opportunities for agent improvement, CI is key for gaining a competitive advantage in the insurance industry. It turns everyday interactions into strategic insight, enabling insurers to meet the rising expectations of modern policyholders.</p> <p>InMoment empowers insurance providers with comprehensive data analysis, automated QA and compliance review, and reliable fraud detection. Beyond the cutting-edge technology, you get access to a professional team of CX experts when you partner with us. From building custom datasets to selecting the right metrics to track, we set you up for long-term operational and customer success.<br><a href="https://inmoment.com/demo/"><strong>Schedule a demo today</strong></a><strong> to see how you can modernize your insurance operations with AI-powered insights!</strong></p>]]></content:encoded> </item> <item> <title>A New Chapter in Experience Improvement Begins: InMoment is Now Part of Press Ganey Forsta</title> <link>https://inmoment.com/blog/press-ganey-forsta/</link> <dc:creator><![CDATA[stephen.taruc]]></dc:creator> <pubDate>Wed, 14 May 2025 13:55:07 +0000</pubDate> <category><![CDATA[InMoment Highlights]]></category> <category><![CDATA[General]]></category> <guid isPermaLink="false">https://inmoment.com/?p=92150</guid> <description><![CDATA[A note to InMoment clients from Kyle Ferguson, CEO of Press Ganey Forsta’s Cross-Industries Division Today is an exciting day for experience technology — InMoment is now officially part of Press Ganey Forsta, a leading provider of experience measurement, data analytics and insights. Let me start by saying how genuinely excited I am to welcome <a class="more-link" href="https://inmoment.com/blog/press-ganey-forsta/">Read more...</a>]]></description> <content:encoded><![CDATA[<p><strong>A note to InMoment clients from Kyle Ferguson, CEO of Press Ganey Forsta’s Cross-Industries Division</strong></p> <p>Today is an exciting day for experience technology — InMoment is now officially part of <a href="http://pgforsta.com" target="_blank" rel="noopener">Press Ganey Forsta</a>, a leading provider of experience measurement, data analytics and insights.</p> <p>Let me start by saying how genuinely excited I am to welcome InMoment’s clients, employees, and partners into the Press Ganey Forsta family. InMoment has built a strong reputation for helping organizations like yours lead with insight, act with purpose, and deliver measurable results. We’re honored to be part of what comes next — and we’re committed to building on that foundation and delivering even more, together. </p> <p>We have a shared mission – helping organizations create better experiences and stronger outcomes – and through this, we’re combining our capabilities to deliver the most advanced experience technology in the market. Together, we’ll bring you more ways to listen, learn, and act across every channel, while continuing to support the programs and strategies already driving impact in your organization.</p> <p>InMoment and Press Ganey Forsta are both recognized by Gartner as Leaders in the Magic Quadrant for Voice of the Customer Platforms, each bringing highly complementary strengths. Together, from day one, we’ll offer clients even more powerful experience and research tools to drive measurable outcomes—to help you act faster, adapt smarter, and move confidently in a rapidly evolving landscape. </p> <p>What this means for you: </p> <ul class="wp-block-list"><li><strong>Access to a broader range of technology</strong> — including new capabilities like panel management, online video focus groups, and other advanced research tools to extend your program’s reach and impact </li></ul> <ul class="wp-block-list"><li><strong>Accelerated innovation</strong> — backed by a larger organization with the resources and scale to invest in innovation and deliver long-term value, while continuing to deliver what works today </li></ul> <ul class="wp-block-list"><li><strong>Deeper expertise and support</strong> — from a global team of 3,000+ professionals with expertise across industries – including healthcare, retail, financial services, insurance, and technology – and committed to helping you reach your goals</li></ul> <p>One thing that will not change: your success remains our top priority. This is just the beginning. We’re excited about what’s ahead and look forward to sharing more details as we align our roadmaps and bring new capabilities to market.</p> <p>In the meantime, we’ve compiled a list of FAQs for you below. And of course, please reach out to your account manager at any time if you have questions or want to talk more about what this means for you.</p> <p>Onwards and upwards,</p> <p>Kyle Ferguson, CEO of Press Ganey Forsta’s Cross-Industries Division</p> <h2 class="wp-block-heading"><strong>Frequently asked questions</strong></h2> <p><strong>Q: Who is Press Ganey Forsta?</strong> </p> <p>A: Press Ganey Forsta is a leading global provider of experience technology, with 3,000 employees and a mission to help organizations create better experiences and outcomes. The company is recognized by Gartner as a Leader in the Magic Quadrant for Voice of the Customer Platforms and is known for its innovation, investment scale, and expertise across complex and highly regulated industries, including healthcare, retail, financial services, insurance, technology, and more. </p> <p><strong>Q: Why is InMoment joining Press Ganey Forsta? </strong></p> <p>A: This move strengthens our ability to help you act on feedback with more precision and speed. You gain access to a larger innovation engine, more integrated capabilities across structured and unstructured feedback, and a global organization committed to your success. You’ll benefit from faster development cycles, expanded solutions and tools, and more tools to act on insights across your organization. </p> <p><strong>Q: What does this mean for me right now?</strong> </p> <p>A: It’s business as usual. InMoment will continue to operate as a Press Ganey Forsta company, and your InMoment team, technology, and services are unchanged. Over time, you’ll benefit from more resources, new innovations, and broader capabilities. </p> <p><strong>Q: What new capabilities does Press Ganey Forsta bring? </strong></p> <p>A. Press Ganey Forsta offers the Human Experience (HX) Platform—a suite of products that unite insights from customers, employees, brand & reputation, and operational data. It’s powered by AI and built to turn insights into action. It also offers access to many new capabilities you’ve been asking for, including panel management, online video focus groups, and other research tools. These capabilities will help you advance your programs and gain even more value from them. Please get in touch with your account manager. </p> <p><strong>Q: How will I hear more? </strong></p> <p>A: We’re excited about what’s ahead! As we bring our technology roadmaps together and introduce new innovations, we’ll keep you informed every step of the way. Stay tuned to our <a href="https://www.linkedin.com/company/weareinmoment/" target="_blank" rel="noopener">LinkedIn</a> and keep an eye on your inbox. Your success is our top priority, and we’re committed to listening to your needs and feedback throughout this journey. Our goal is to ensure you feel supported, equipped, and confident to deliver great results now and into the future.</p>]]></content:encoded> </item> <item> <title>Building Trust in Turbulent Times: Why the AER’s Toolkit Is the Wake-Up Call Energy Brands Needed</title> <link>https://inmoment.com/blog/building-trust-in-turbulent-times-why-the-aers-toolkit-is-the-wake-up-call-energy-brands-needed/</link> <dc:creator><![CDATA[stephen.taruc]]></dc:creator> <pubDate>Tue, 13 May 2025 18:08:16 +0000</pubDate> <category><![CDATA[Customer Experience]]></category> <guid isPermaLink="false">https://inmoment.com/?p=92010</guid> <description><![CDATA[The AER’s Customer Engagement Toolkit is pushing energy providers to change how they engage with customers. Here’s what it means—and how your brand can benefit. “Are we doing enough to build trust with our customers?”“What does meaningful engagement actually look like?”“Where do we start without overwhelming our teams?” If you’re a CX leader in the <a class="more-link" href="https://inmoment.com/blog/building-trust-in-turbulent-times-why-the-aers-toolkit-is-the-wake-up-call-energy-brands-needed/">Read more...</a>]]></description> <content:encoded><![CDATA[<p>The AER’s Customer Engagement Toolkit is pushing energy providers to change how they engage with customers. Here’s what it means—and how your brand can benefit.</p> <blockquote class="wp-block-quote py-4 has-stingray-color has-great-white-30-background-color has-text-color has-background has-link-color wp-elements-cab482e42fd1fc38ccecdf586702e901 is-layout-flow wp-block-quote-is-layout-flow"><p class="has-normal-font-size">“Are we doing enough to build trust with our customers?”<br>“What does meaningful engagement actually look like?”<br>“Where do we start without overwhelming our teams?”</p></blockquote> <p>If you’re a CX leader in the energy sector, these questions probably feel familiar. With rising regulatory pressure, changing customer expectations, and growing public scrutiny, genuine engagement can no longer be a box-ticking exercise—it needs to be part of your core strategy.</p> <p>That’s exactly why the Australian Energy Regulator’s (AER) new Customer Engagement Toolkit has landed at the right time. But while the principles may seem straightforward—transparency, inclusivity, responsiveness—their impact depends entirely on how you apply them.</p> <p>Let’s look at what’s in the Toolkit, why it matters, and how you can use it to create trust, reduce risk, and strengthen customer relationships.</p> <h2 class="wp-block-heading"><strong>Why the AER Created This Toolkit (and Why It Matters)</strong></h2> <p>The AER’s Toolkit wasn’t designed as a checklist. Instead, it provides a flexible framework to help energy providers design engagement practices that reflect the real needs of their customers.</p> <p>At its core, the Toolkit recognizes that customer trust isn’t something you get for free—it’s earned through early involvement, open communication, and consistent follow-through.</p> <p>It also acknowledges that customers want more than information after the fact. They want a seat at the table before decisions are made.</p> <p>If your customer engagement begins after the policy is final or the price has changed, you’re too late. That’s the kind of delay that erodes trust and creates long-term brand damage.</p> <h2 class="wp-block-heading"><strong>Four Key Principles to Guide Your Engagement Strategy</strong></h2> <p>The Toolkit highlights four guiding principles. Each one supports a different facet of customer trust and long-term business resilience.</p> <ol class="wp-block-list"><li>Transparency<br>Customers want to understand why decisions are made—not just what the outcome is. That means offering real context, explaining constraints, and avoiding vague responses.</li> <li>Inclusivity<br>Not all customers are equally equipped to engage. Financial hardship, disability, remote locations, and language barriers all make a difference. Inclusive engagement doesn’t just broaden reach, it improves the quality of insights.</li> <li>Responsiveness<br>When customers speak up, they expect acknowledgement and action. Responsiveness is about closing the loop quickly and visibly.</li> <li>Accountability<br>Your organization needs to stand behind its decisions. That means not only showing how customer feedback was considered, but also being transparent when it wasn’t adopted and why.</li></ol> <p>The more your engagement efforts reflect these principles, the more likely your customers are to stay involved and supportive.</p> <h2 class="wp-block-heading"><strong>Getting Beyond the Usual Suspects</strong></h2> <p>Many companies make the mistake of only engaging with the most vocal customers. While those voices matter, they often don’t reflect the broader population, especially those experiencing vulnerability.</p> <p>Think about the customers who aren’t filling out surveys or attending community forums. If you’re not actively reaching out to them through accessible, inclusive channels, your decisions are likely missing the mark.</p> <p>This is where leveraging tools like conversational analytics, speech-to-text feedback from contact centres, and digital feedback mechanisms can make a real difference. They help you hear from the customers who might not engage through traditional surveys—but whose voices are just as critical.</p> <h2 class="wp-block-heading"><strong>Why This Approach Leads to Better Business Outcomes</strong></h2> <p>Customer engagement shouldn’t be treated as a compliance exercise. When it’s done right, it becomes a powerful decision-making tool.</p> <p>Early engagement surfaces risks you hadn’t considered, builds early buy-in from customers, and increases the likelihood of smooth implementation—especially when changes impact pricing, access, or services.</p> <p>The Toolkit encourages engagement that’s ongoing, not just reactive. That means checking in with customers throughout the journey, not just when something goes wrong.</p> <p>It also pushes providers to structure their teams so insights lead to action—because unacted-on feedback is just noise.</p> <h2 class="wp-block-heading"><strong>Challenges Are Real but So Are the Opportunities</strong></h2> <p>Yes, it takes time and resources to implement these principles well. Building inclusive engagement practices means investing in the right technology, building internal alignment, and sometimes hearing difficult feedback.</p> <p>But those investments pay off. The brands that get this right will have a stronger social license to operate, reduced customer complaints, and a deeper understanding of evolving expectations.</p> <p>Ignoring these principles doesn’t just put you behind your peers—it erodes long-term customer trust, which is far harder (and more expensive) to rebuild later.</p> <h2 class="wp-block-heading"><strong>Final Thoughts</strong></h2> <p>The AER’s Customer Engagement Toolkit sets a new bar for how energy providers should engage customers, and that’s a good thing.</p> <p>It’s a call to reimagine engagement not as a task for the comms team, but as a core capability that supports smarter decision-making, stronger relationships, and a more resilient business.</p> <p>If you’re wondering how to put this into practice, InMoment can help. Our CX platform is designed to support inclusive, agile engagement strategies—whether that’s through advanced feedback analytics, digital listening tools, or our expert advisory teams.</p> <p>Ready to take your engagement strategy from reactive to customer-driven? <strong><a href="https://inmoment.com/demo/">Let’s talk.</a></strong></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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