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

Calabrio

APRIL 11, 2025

Your onboarding strategy should cover: Company culture and core values: Agents need to understand the company’s mission and guiding principles, as this informs the expected tone, level of service, and how they represent the brand in every interaction. Knowledge Base Navigation: Quickly finding accurate information to assist customers.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

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

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

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Data-driven insights from tools like desktop and process analytics help identify bottlenecks and ensure that technology supports business goals.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

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 73

Customer Service Contact Center Insurance Financial 73

AWS Machine Learning

OCTOBER 29, 2024

These meetings often involve exchanging information and discussing actions that one or more parties must take after the session. It also supports audio files so you have flexibility around the type of call recordings you use. All of these could save effort and time, enabling you to focus more on value-added activities.

Video 100

Video Sales Analytics Examples 100

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

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. Tailor for your company and each persona. Best Metric: CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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

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? Then, they match this information with structured metadata about the interaction. Let’s break this down.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

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

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

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

InMoment XI

DECEMBER 13, 2024

It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic. The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. Dashboards visualize call center performance in real-time.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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

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

NobelBiz

NOVEMBER 26, 2024

We have compiled a thorough list of must-ask questions at every stage of your partnership to help you make an informed and calculated choice. 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.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

Thematic

DECEMBER 15, 2024

Applying AI analytics to your contact center data can tell you how your customers really feel and help you improve the overall customer experience. You can then use this information to refine your customer service procedures, or perhaps take on more staff to handle customer interactions.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

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

Enabling agents and other employees to collaborate on key customer accounts and projects breaks down traditional silos that keep vital data and information locked within teams. 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

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

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

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

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

NobelBiz

NOVEMBER 19, 2024

Customer information is guaranteed to be always up-to-date through the automation of CRM integration and this provides agents with the understandings they need so that they can deliver personalized experiences. This enables businesses to provide more informed and tailored service and it increases customer satisfaction.

Contact Center 52

Contact Center Call Center Self Service Wait Times 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

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

Talkdesk

NOVEMBER 25, 2020

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. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

BirdEye

DECEMBER 26, 2023

You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. VoIP services for businesses include unlimited international calling, voicemail, call recording, caller ID, voicemail-to-text/email, etc. Handle large call volumes with minimum downtime.

Call Recording 111

Call Recording Video System Communication 111

UJET

JULY 7, 2020

Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Use this information to guide the changing landscape of digital customer support. A quality management solution reveals both sides of the customer and agent experience.

Engagement 106

Engagement Contact Center Call Recording Trends 106

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

Upstream Works

DECEMBER 11, 2018

Customers are increasingly independent, scouring websites and social media for information, reviews, and pricing, only engaging with a representative when absolutely necessary. Analytics and Data Management. Not surprisingly, along with an increase in chat is an increase in self-service overall. www.upstreamworks.com.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

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

UJET

JULY 7, 2020

Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Use this information to guide the changing landscape of digital customer support. A quality management solution reveals both sides of the customer and agent experience.

Engagement 96

Engagement Contact Center Call Recording Trends 96