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? What is call quality monitoring?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Like other cloud systems, the architecture provides a more scalable environment allowing you to better support call distribution and IVR. Your Contact Center represents the front line to your constituents and customers.

Contact Center 159

Contact Center Call Recording ROI Report 159

InMoment XI

MARCH 14, 2025

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Thematic

DECEMBER 15, 2024

Contact centers are the frontlines of customer interaction. That’s where contact center sentiment analysis comes in. Applying AI analytics to your contact center data can tell you how your customers really feel and help you improve the overall customer experience.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

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

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort. appeared first on NICE inContact Blog.

Analytics 162

Analytics Management Contact Center Call Recording 162

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. Make no mistake.

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

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources.

Contact Center 136

Contact Center Call Center Analytics Trends 136

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.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Incorporating analytics into your quality program empowers you to provide fairer, more targeted agent feedback.

Analytics 138

Analytics Management Call Recording Contact Center 138

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. The secret weapon? Automation.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

BlueOcean

JANUARY 23, 2024

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

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

NICE inContact

NOVEMBER 14, 2019

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

Contact Center 24

Contact Center Call Recording Call Center Analytics 24

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 86

Customer Service Contact Center Insurance Financial 86

AWS Machine Learning

APRIL 30, 2024

After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. This can make it challenging to scale quality management within the contact center. 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

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

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

Contact Center 118

Contact Center Call Center e-support Knowledge Base 118

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? How Managers Can Use Conversation Intelligence Managers, particularly in contact centers, can significantly enhance their day-to-day workflows with this technology.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. As a result, call recording in the cloud becomes a valid alternative.

Call Recording 52

Call Recording Contact Center Software CRM 52

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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

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

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

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Self Service Competitive Advantage Call Recording 80

NobelBiz

NOVEMBER 26, 2024

At NobelBiz, we ’ ve redefined support with our client advocate model, proactively addressing potential challenges and ensuring our clients ’ contact centers operate at peak efficiency around the clock.” – Christian Montes Executive Vice President Client Operations 2. Can we access extra analytics or reporting features?

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

MiaRec

JUNE 2, 2022

We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers.

Contact Center 96

Contact Center Consumers Communication Call Recording 96

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. Make no mistake.

Survey 182

Survey Social Media Contact Center Call Recording 182

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Self Service 152

Self Service Contact Center e-support Call Center 152

MiaRec

AUGUST 25, 2022

Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more.

Contact Center 98

Contact Center Financial Data Management 98