Interactions

MARCH 14, 2025

At Interactions, weve been dotting the is and crossing the ts on data security and compliance concerns for two decades. While our company mission is to make every interaction between our clients and our customers effortless, we also apply that same ethos to our role as a partner. You choose exactly how we manage your data.

Financial 62

Financial Interaction Call Recording eBook 62

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? This leads to a more predictableand satisfyingcustomer experience.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

NICE inContact

FEBRUARY 13, 2019

But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

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

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 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. This allows for quick adjustments and helps ensure consistent service quality.

Contact Center 130

Contact Center Management Strategy Call Center 130

SurveySensum

OCTOBER 29, 2024

So, if you want to boost your customer retention rate then better pay attention to those customer interactions. 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.

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

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

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. Text from sales team interactions. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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.

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. 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

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. For example, it can identify customers who frequently reach out to your sales team to better understand products before committing, so you can be proactive in future interactions.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

AWS Machine Learning

OCTOBER 29, 2024

Use case overview The organization in this scenario has noticed that during customer calls, some actions often get skipped due to the complexity of the discussions, and that there might be potential to centralize customer data to better understand how to improve customer interactions in the long run.

Video 105

Video Sales Analytics Examples 105

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

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

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

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 Quick and easy analytics to help you make data-driven decisions faster.

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

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. Therefore, a positive call center experience is essential for business growth. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

CSM Magazine

MARCH 20, 2025

For instance, a sales-focused call center may require tools like predictive dialers, while a customer support hub might prioritize interactive voice response (IVR) systems. Decide on a Budget Your budget will determine the tools, staffing, and type of call center you can afford. Empathy and patience for customer interactions.

Call Center 52

Call Center Tools Self Service Contact Center 52

NICE inContact

JANUARY 24, 2019

Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent. . Interactive Voice Response (IVR) or digital channels are especially useful for handling routine, less urgent inquiries such as account balances, order status, and hours of operation.

Self Service 152

Self Service Contact Center e-support Call Center 152

NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

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

NobelBiz

NOVEMBER 19, 2024

The possibilities are vast, spanning from customer-facing interactions at the interface level to targeted back-end processes and workforce management. Enhancing scalability : Handling higher interaction volumes without the need for significant resource expansion. Self-Service Options Modern customers value convenience.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

Talkdesk

FEBRUARY 16, 2021

For some, that meant face-to-face interactions had to be replaced by completely new digital engagements. Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording.

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

NobelBiz

JANUARY 28, 2025

Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating. These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction?

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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. Your leaders might never interact with a CRM system or understand its importance. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

NobelBiz

JANUARY 21, 2025

By taking over mundane tasks like dialing and call detection, agents can focus entirely on speaking to customers. Improved customer interactions: Agents are better equipped to deliver personalized service. This is especially useful for complex or high-value interactions where a personal touch makes all the difference.

Call Center 52

Call Center CRM Contact Center Analytics 52

BirdEye

DECEMBER 26, 2023

Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. Studies suggest that 30% of business phone calls go unanswered. You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls.

Call Recording 111

Call Recording Video System Communication 111

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

CSM Magazine

JUNE 23, 2022

“To achieve this, the AutoTranscribe automatic speech recognition (ASR) model is trained for each company exclusively on their customer interactions, which represents the distinct language, lexicon, and acoustics of their business.

Call Recording 96

Call Recording Analytics Industry Training 96

Talkdesk

NOVEMBER 25, 2020

This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. Agents can make and receive phone calls directly from their browser on any device alongside contextual information about the customer. But how can they do it?

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

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

According to CMO.com, Gartner VP, Michael Maoz indicates that 72% of customer interactions in 2022 will be facilitated through emerging technologies; RPA, machine learning applications, chatbots and mobile messaging. Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96