Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

MiaRec

FEBRUARY 27, 2023

Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?

Call Recording 98

Call Recording Contact Center Software Analytics Contact Center 98

InMoment XI

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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 119

Analytics Customer Service Call Recording Contact Center 119

SurveySensum

OCTOBER 29, 2024

That’s where contact center analytics comes into play. With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience. What is Contact Center Analytics? However, what are the benefits of contact center analytics? Let’s find out!

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020.

Call Recording 74

Call Recording Trends Analytics Technology 74

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Survey 345

Survey Social Media Contact Center Call Recording 345

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? How to Improve (+Examples) Share What is first call resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

MiaRec

APRIL 25, 2023

As a Five9 customer, you may want Voice Analytics and Automated Quality Management (AQM) capabilities without changing your call recording platform. Integrating with MiaRec lets you use Voice Analytics to make the most of your Five9 call recording data. This way, you can have the best of both worlds.

Call Recording 52

Call Recording Analytics Contact Center Workflow Contact Center 52

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Understand why customers are calling.

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

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

NobelBiz

APRIL 20, 2020

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it.

Call Recording 52

Call Recording Contact Center Software CRM 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

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

Interactions

MARCH 14, 2025

If you need to keep call recordings for a year, well do that. This means agent assist solutions that allow agents to quickly query your documentation for the answer to an uncommon question or to generate consistent call notes that agents can quickly read and approve. You choose exactly how we manage your data.

Financial 62

Financial Interaction Call Recording eBook 62

AWS Machine Learning

OCTOBER 29, 2024

It also supports audio files so you have flexibility around the type of call recordings you use. Generated call transcripts and insights include conversation summary, sentiment, a list of logged actions, and a set of suggested next best actions.

Video 111

Video Sales Analytics Examples 111

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels. Let’s break this down.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Calabrio

NOVEMBER 18, 2024

Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge.

Contact Center 130

Contact Center Analytics Call Recording Report 130

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Best Metric: CSAT. Stage 2: Research & Consideration.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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 98

Contact Center ROI Analytics Video 98

SurveySensum

DECEMBER 30, 2024

Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Medallia B2B and B2C businesses Real-time feedback management Customer journey mapping Text and sentiment analysis Analytical dashboards Contact Medallia for pricing details 4.5

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Survey 182

Survey Social Media Contact Center Call Recording 182

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Can we access extra analytics or reporting features? These features streamline operations and deliver superior customer experiences.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

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

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

InMoment XI

DECEMBER 13, 2024

The analytical insights help improve customer satisfaction and retention. Call transcription tools record calls in textual format for easier analysis. Instead of listening to a call recording all over again, you can save valuable time by skimming through a handy transcript. It improves customer experiences.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

NOVEMBER 14, 2019

To assess an agent’s performance, contact center supervisors listened to calls or call recordings to make a judgement of what the agent was excelling at and what he/she needed to improve on. Tom Laird, Expivia CEO, says they use speech analytics to look at sentiment scoring and correlating specific words to how a customer feels.

Contact Center 24

Contact Center Call Recording Call Center Analytics 24

Thematic

JULY 15, 2024

Conversational analytics uses this data to extract insights from conversations using AI methods such as natural language processing (NLP) and machine learning. Here, we'll explain how conversational analytics works, the benefits and how to implement it in your business to improve customer experiences and make informed decisions.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

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

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

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

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

NOVEMBER 19, 2024

Automated Reporting and Analytics Automate report generation to gain actionable understandings into performance metrics, trends and customer behavior instead of manually compiling data. Predictive Analytics Improve automation and elevate it with predictive analytics. This guarantees quality at every level.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

SurveySparrow

JUNE 7, 2024

You guessed it – they have conversational analytics software. By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. That’s why conversational analytics software is crucial.

Analytics 52

Analytics Software Tools Analysis 52

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

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

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