Calabrio

MARCH 22, 2025

Managing Customers: While much of call center management deals directly with the organizations operations, these activities ultimately tie back to one thing: the customer experience, or CX. Their insights provide valuable data for management to optimize training and service delivery. But first, you have to capture that activity.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

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 111

Analytics Customer Service Call Recording Contact Center 111

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

AWS Machine Learning

OCTOBER 29, 2024

This engine uses artificial intelligence (AI) and machine learning (ML) services and generative AI on AWS to extract transcripts, produce a summary, and provide a sentiment for the call. All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers.

Video 103

Video Sales Analytics Examples 103

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? Not all conversation intelligence tools analyze data the same way. They can also write back into these systems to further enrich the data.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

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. This new technology allows you to not only capture important data, but also give you the insight needed to take action on it. Understand why customers are calling. Or are there?

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

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. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 76

Customer Service Contact Center Insurance Financial 76

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? The speed of response, frequency of queries, and keywords used can provide crucial data.

Interaction 98

Interaction Analytics Call Center Contact Center 98

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. Through VoC and other data. . Perception is reality.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Interactions

MARCH 14, 2025

At Interactions, weve been dotting the is and crossing the ts on data security and compliance concerns for two decades. You choose exactly how we manage your data. We treat your data exactly as you wish, and according to your compliance needs and business policies. If you need to keep call recordings for a year, well do that.

Financial 62

Financial Interaction Call Recording eBook 62

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

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

NobelBiz

APRIL 20, 2020

However, data does not necessarily reveal the full story and provide you with a complete picture of the teams. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. Since the data is delivered in a much simpler and more intuitive manner, the methods are easier to use.

Call Recording 52

Call Recording Contact Center Software CRM 52

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

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 And when it comes to your data? Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Gather Data and Insights To support the business case, gather relevant data and insights that demonstrate the impact of CX on the identified business outcomes. This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. What is our action plan? Stories can.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? In it, I advocated for mappers to add data to their journey maps. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? What kind of data?

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

AWS Machine Learning

JUNE 26, 2024

Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining.

Data 118

Data Knowledge Base Financial Groups 118

CSM Magazine

MARCH 20, 2025

Enhancing Operational Efficiency Knowledge Management Systems (KMS) : KMS tools Ensure agents can access crucial information quickly, reducing call handling times. Advanced Enhancements Data Analytics and Reporting : Offers insights into agent performance, call resolution rates, and customer satisfaction to drive informed decisions.

Call Center 52

Call Center Tools Self Service Contact Center 52

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. The analytical insights help improve customer satisfaction and retention. Primary uses of the dashboard include: 1.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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. It eliminates the need for manual data entry and encourages a unified customer experience. Can we access extra analytics or reporting features?

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. . Data-directed routing refines routing decisions based on information such as customer tier, customer lifetime value (CLV), or other customer specific data. .

Self Service 152

Self Service Contact Center e-support Call Center 152

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

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

NobelBiz

NOVEMBER 19, 2024

Improving accuracy : Minimizing human errors in data management and call handling. CRM Integration and Data Syncing A contact center excels when it has high-quality data and suffers when the data is poor. Predictive Analytics Improve automation and elevate it with predictive analytics.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

AWS Machine Learning

JULY 23, 2024

Organizations use advanced natural language detection services like Amazon Lex for building conversational interfaces and Amazon CloudWatch for monitoring and analyzing operational data. One risk many organizations face is the inadvertent exposure of sensitive data through logs, voice chat transcripts, and metrics.

Data 104

Data Policies Groups Chatbots 104

Thematic

JULY 15, 2024

This creates a ton of valuable data. Conversational analytics uses this data to extract insights from conversations using AI methods such as natural language processing (NLP) and machine learning. What is Conversational Analytics? Do not confuse Conversational Analytics with Conversational AI.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

NobelBiz

JANUARY 28, 2025

Collect and Analyze Data Accurate benchmarking starts with reliable data. Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data. Analyze historical call volume data to identify peak times and ensure adequate coverage during those periods.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

UJET

JULY 7, 2020

This will ensure that the platform is able to freely share data across multiple tools. Benefit: Remove silos, improve data collection and reporting. It is a tool that will collect data that can be segmented into useful reports. Seamless Data Reporting and Revealing Trends. Data Unification through a Single Platform.

Engagement 106

Engagement Contact Center Call Recording Trends 106

NobelBiz

JANUARY 21, 2025

Voicemail Drop : When a call goes unanswered, this feature leaves a pre-recorded message automatically, saving agents time and keeping messages consistent. These tools dont just save timethey help call centers provide a smoother, more professional experience for both agents and customers.

Call Center 52

Call Center CRM Contact Center Analytics 52

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

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

CSM Magazine

JUNE 10, 2021

Instead, use contact centre data to create stories that illustrate the need for change, highlight the benefits for both departments and note how credit will be shared for the positive impact of that alteration. That will not help to strengthen ties across the organisation. Then, make it clear that these contacts are not rare occurrences.

Gamification 105

Gamification How To Call Recording Analytics 105

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

MiaRec

JANUARY 19, 2023

In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings.

Call Recording 98

Call Recording Contact Center Policies Data 98