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Are You Feeling In The Dark?
Are you tired of making decisions based on guesswork and intuition?
- You are frustrated with the limited visibility into CX-related KPIs. It can be incredibly challenging when you can't rely on the accuracy and consistency of your metrics.
- Post-call surveys often fall short due to low participation rates, making it difficult to gain valuable insights into the reasons behind the scores.
- Spending excessive time on spreadsheets for reporting can make it difficult to focus on strategic initiatives and leadership, which can be quite overwhelming.
- You struggle to identify performance gaps and improvement opportunities. Many contact center managers have to rely on intuition rather than data-based decisions, which can lead to feelings of uncertainty or inefficiency.
You deserve the tools and support to drive your initiatives effectively.
Automated And Actionable Suite Of CX Metrics
Leveraging advanced AI, iMetrics calculates and tracks key metrics like CSAT, NPS, and NES — offering deep insights for data-driven decisions.
Unlike alternative solutions with limited metric coverage, iMetrics provides a comprehensive set of CX KPIs — all in one platform. This powerful tool empowers businesses to uncover trends, drive improvements, and stay ahead of the competition.
Go Beyond The Score With LLM-based Sentiment Analysis
While KPIs give you a broader, bird’s-eye view, LLM-based Sentiment Analysis allows you to drill deeper into how each customer or agent felt during a call. Rather than just giving you a score, you can now identify why they feel that way.
Aggregated sentiment data reveals emotional trends, enabling rapid spot-and-fix detection of potential issues and prioritization of improvements that improve agent and customer outcomes. This helps you make informed, data-driven decisions, refine strategies, and strengthen customer relationships.
Drive Efficiency With AI-Driven Root Cause Analysis
Topic Analysis reveals the underlying reasons for customer calls, such as billing inquiries and product questions. MiaRec automatically categorizes conversations, providing clarity to address recurring issues, improve agent training, and enhance customer experiences.
Combining Sentiment Analysis with Topic Analytics allows you to detect changes in team morale and identify persistent issues.
MiaRec highlights performance problems and their root causes, such as repetitive calls and gaps in training. This enables you to spend less time analyzing data and more time tackling challenges.
Drive Efficiency with Actionable Insights
Armed with comprehensive KPIs, sentiment data, and topic analysis, you gain a 360° view of your CX and VOC performance — making it easier to pinpoint gaps in training, adjust standard operating procedures, refine knowledge bases, and share feedback across the organization. This data-driven approach lets you tackle real challenges swiftly and effectively, creating impactful change in your contact center.
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