CSM Magazine

APRIL 9, 2024

Call Tracking Software – The Eyes and Ears of Remote Support Call tracking software serves as the eyes and ears of customer service. With robust features like call recording, monitoring, and analytics, these systems afford remote support agents deep insights into client interactions.

Tools 64

Tools Call Recording e-support Software 64

MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Contact Center 80

Contact Center ROI Analytics Video 80

MiaRec

APRIL 12, 2022

While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers:

Call Recording 52

Call Recording Customer Retention How To Customers 52

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. But moving those functions to cloud is really just the beginning of the advantages gained in a cloud environment.

Contact Center 159

Contact Center Call Recording ROI Report 159

NobelBiz

NOVEMBER 27, 2023

.’ Uncover the secrets to optimizing call center efficiency, enhancing customer experiences, and making informed decisions for your business. For businesses that utilize call recording features, call logs provide a convenient way to access and link recorded calls for further analysis.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

BlueOcean

JANUARY 23, 2024

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

CSM Magazine

JUNE 23, 2022

The results are superior analytics and reporting, precise coaching suggestions, and a meticulous understanding of the voice of the customer,” added Namie. ASAPP states that AutoTranscribe supports both live call streams and call recordings —plus redaction of personally identifiable information data (PII).

Call Recording 96

Call Recording Analytics Industry Training 96

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

MiaRec

SEPTEMBER 24, 2023

Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. okay, you get the point.

Analysis 79

Analysis Call Recording Marketing Customers 79

NobelBiz

FEBRUARY 13, 2024

RELATED RESOURCE Guide | Call Whispering: A Live Training Tool for Agents Call Recording and QA Recording calls and implementing quality assurance protocols are essential for maintaining high service standards, training agents, and complying with legal requirements.

Call Center 59

Call Center Self Service Software Contact Center 59

Call Experts

APRIL 8, 2024

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

CSM Magazine

JUNE 10, 2021

Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. Speech analytics allows contact centres to identify the root cause of many additional issues that originate in other areas of the business.

Gamification 105

Gamification How To Call Recording Analytics 105

MiaRec

JANUARY 19, 2023

This is accomplished by either eliminating or masking personal information such as credit card numbers, social security or account numbers, phone numbers, or dates of birth from call recordings.

Call Recording 88

Call Recording Contact Center Policies Data 88

AWS Machine Learning

APRIL 18, 2024

When the user is authenticated, the web application establishes a secure GraphQL connection to the AWS AppSync API, and subscribes to receive real-time events such as new calls and call status changes for the meetings list page, and new or updated transcription segments and computed analytics for the meeting details page.

Knowledge Base 109

Knowledge Base Meeting Resources Analytics 109

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. There are a plethora of reasons to record your calls and digital interactions. For most contact centers, without call recording, there is no quality management. Call Analytics.

Call Recording 136

Call Recording Contact Center Call Center Transportation 136

CSM Magazine

APRIL 25, 2023

With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job. Unleash The Empowering Force Of Analytics Many contact centre managers (42%) are empowering their agents by investing in the ‘right tools and technology’.

Self Service 52

Self Service Contact Center Analytics Call Recording 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. Use real-life examples and case studies to illustrate the potential benefits of CX efforts.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Call Experts

SEPTEMBER 15, 2023

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NICE inContact

JANUARY 24, 2019

You can route calls based on geography, real-time call center KPIs such as current service level, and other criteria. . Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent. .

Self Service 152

Self Service Contact Center e-support Call Center 152

NobelBiz

FEBRUARY 20, 2024

Real-time visibility into call center activity empowers managers to make informed decisions. Improved Customer Experience: VoIP systems enhance call quality and reduce call drops. Features like call recording and analytics help monitor performance and identify areas for improvement.

Contact Center 105

Contact Center Call Center Self Service System 105

Talkdesk

APRIL 8, 2020

The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.

Contact Center 69

Contact Center Call Recording Call Center Report 69

NICE inContact

SEPTEMBER 13, 2019

Luckily, call center analytics software can help alleviate much of these compliance headaches. Many organizations still rely on compliance managers to manually review a sample of call center interactions each day to identify compliance issues and problems. With contact center analytics , help is on the way.

Contact Center 136

Contact Center Call Center Analytics Trends 136

CSM Magazine

APRIL 18, 2023

This is where an investment in analytics pays off for example. By quickly detecting customer frustrations and then alerting an agent or supervisor to call them back later in the day, you can reduce churn rate and turn a potentially negative customer experience into a positive brand moment.

Effort Score 52

Effort Score Contact Center Analytics Call Recording 52

NobelBiz

MARCH 14, 2023

Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement. Poor Data Management and Analysis: Managing and analyzing call center data can be a complex task that presents several challenges for businesses.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

JANUARY 16, 2024

Leveraging technology, such as automatic call distribution systems and call recording, can enhance operations and improve the overall customer experience. Inbound Call Center Campaigns Inbound campaigns deal with incoming calls from customers. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

AWS Machine Learning

APRIL 30, 2024

Supervisors also spend a considerable amount of time listening to call recordings or reading transcripts to understand the gist of a customer conversation when investigating customer issues or evaluating an agent’s performance. In this post, we show you how to use the new generative call summarization feature.

Analytics 95

Analytics Customer Service Call Recording Contact Center 95

CSM Magazine

FEBRUARY 2, 2021

For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. About Calabrio.

Call Recording 40

Call Recording Customer Satisfaction Analytics Interaction 40

NICE inContact

NOVEMBER 26, 2018

Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights. Considerations for Managing Outsourced Contact centers. The post The Pros and Cons of Contact Center Outsourcing appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

CSM Magazine

FEBRUARY 23, 2021

Niall Gallacher has joined Calabrio as Business Intelligence (BI) strategic consultant and will be instrumental in the design of services that drive value from data and analytics, helping Calabrio customers to solve complex business problems. Before joining Calabrio, Niall spent 6 years with Qlik as Industry Solutions Director.

Technology 52

Technology Telecommunications Call Recording Analytics 52

Talkdesk

MARCH 12, 2021

It reduces the call centers average cost per case and improves upsell opportunities. Speech Analytics. Talkdesk Speech Analytics helps make the best use of the wealth of information available in every customer interaction. Manage complex call flow designs.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

MiaRec

NOVEMBER 16, 2022

By measuring and maximizing the return on investment on your contact center in general and your Conversational Analytics solution specifically, you can ensure that your call center is as efficient and effective as possible, which can lead to increased sales, happier customers, and more efficient operations.

Call Center 84

Call Center ROI Return on Investment Contact Center 84

CSM Magazine

JANUARY 19, 2023

Analyse data properly It’s not just about buying a great analytics tool, you need the right level of human competency to bring it to life. Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment?

Data 52

Data Self Service Chatbots Call Recording 52

CSM Magazine

JUNE 24, 2021

Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

CSM Magazine

MAY 24, 2021

Incoming calls provide a wealth of data that will help you better understand the needs of your customers. No one enjoys spending time on phone calls trying to get through to the right person who can resolve their issues – it’s one of the biggest time-stealing frustrations of modern life. Resolve customer issues seamlessly.

Call Recording 52

Call Recording CRM Call Center Customer Relationship Management 52

BlueOcean

NOVEMBER 6, 2019

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86