MiaRec

JULY 5, 2022

Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same.

Call Recording 96

Call Recording How To Marketing 96

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 Customer Journeys 74

Joe Rawlinson

JULY 23, 2020

Here is how call recording software can help protect your company against these issues. Call Recording Software for the Finance Industry. Call recording is a service that allows you to record incoming and outgoing business calls. Why Should You Record Business Calls?

Call Recording 68

Call Recording Financial Software Company 68

Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. Published on: April 23, 2021. Share this page on: Tweet.

Call Recording 72

Call Recording ROI Innovation Customer Satisfaction 72

MiaRec

AUGUST 3, 2022

Microsoft continues to increase its presence in the UCaaS and Contact Center markets. Just as Microsoft fully unveils its Digital Contact Center, it posts earnings that reveal the Teams Phone has over 12 million PSTN users.

Contact Center 98

Contact Center Call Recording Marketing 98

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

NobelBiz

APRIL 20, 2021

Call recording is a high-quality system that provides you an overall view of your teams performances. It enables you to detect issues in call frames and in the customer experience. Here's everything you should know about call recording software.

Call Recording 59

Call Recording Contact Center Software System 59

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

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. What is the process of call recording?

Call Recording 52

Call Recording Contact Center Software CRM 52

MiaRec

APRIL 7, 2022

Once upon a time, call recording was so expensive that the only companies that adopted call recording were the ones that had the money to invest and could not afford to not record calls due to possible lawsuits, compliance issues, and the like.

Call Recording 52

Call Recording Communication Technology Company 52

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. Luckily, MiaRec integrates with Five9’s VoiceStream platform.

Call Recording 52

Call Recording Analytics Contact Center Workflow Contact Center 52

CSM Magazine

APRIL 3, 2024

Understanding and complying with data protection laws is paramount, especially for businesses engaging in call recording. But what does this mean for organizations that record calls? Before we get into the specifics of call recording, it’s important to grasp the essence of GDPR. What Is GDPR?

Call Recording 40

Call Recording Policies Guidelines Data 40

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

NICE inContact

JANUARY 30, 2019

Incorporating CXone’s call recording capability with its own systems has enabled MSI to not only record calls but also to append recordings to customer records and to mask sensitive policyholder financial information within calls—all critical compliance tools for the company.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

UJET

JANUARY 31, 2019

Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service.

Call Recording 63

Call Recording Customer Experience Customers Customer Service 63

NICE inContact

FEBRUARY 13, 2019

If any of these situations hit close to home, you should consider incorporating analytics into your quality program: Your evaluators know the type of interaction they want to evaluate – but like Goldilocks, they tediously listen to multiple call recordings before they find the “right” one.

Analytics 138

Analytics Management Call Recording Contact Center 138

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 127

Analytics Customer Service Call Recording Contact Center 127

NICE inContact

APRIL 18, 2019

If you’ve experienced the following situations in your organization, incorporating: Your evaluators know the type and length of interaction they want to evaluate — but tediously listen to multiple call recordings to find the “right” one. Consumer surveys indicate unhappy customers, but your QM evaluations don’t reflect this.

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. Pick up the phone and call a customer.

Survey 182

Survey Social Media Contact Center Call Recording 182

Eptica

NOVEMBER 11, 2021

Integrating call recording into Microsoft Teams. Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. 9 reasons to embrace messaging for customer service.

Customer Service 125

Customer Service Call Recording Trends Customers 125

InMoment XI

SEPTEMBER 3, 2024

By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. Conversational analytics platforms first collect conversational data from various sources like call recordings, chat logs, emails, and social media interactions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Eptica

JANUARY 9, 2022

Integrating call recording into Microsoft Teams. Share this page on: Tweet. You might also be interested in these posts: Preparing for future customer service challenges. 5 ways to make your customer service more agile and flexible.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

NICE inContact

APRIL 9, 2019

Call recordings contain valuable insight on customer feelings, preferences and more! Monitoring calls is a powerful way for contact centers to understand the experience their callers receive and where it can be improved. Legal and compliance reasons. Agent coaching and development.

Contact Center 139

Contact Center Call Recording Policies Software 139

NICE inContact

JULY 19, 2018

Data about the interaction is also automatically exchanged between the contact center and CRM systems, for example inserting call recordings and email and chat transcripts into the CRM record for future reference and reporting.

Contact Center 120

Contact Center CRM Call Recording System 120

MiaRec

JUNE 18, 2024

One way, we do this is to enable agents to use Generative AI to extract all necessary key facts from a call recording automatically in the required format and then push it into the CRM. This significantly streamlines the data capture and entry process.

Contact Center 105

Contact Center Insurance Contact Center Workflow Data 105

Eptica

OCTOBER 2, 2020

You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Share this page on: Tweet. Turning a crisis into an opportunity: greener and more sustainable contact centres. Why a consistent customer experience is so important (and how to deliver it).

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

MiaRec

APRIL 12, 2022

While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers:

Call Recording 52

Call Recording Customer Retention How To Customers 52

Eptica

APRIL 19, 2023

Tags: contact centre web ui Categories: Best Practice Share this page on: Tweet You might also be interested in these posts: Tactics to improve the contact centre experience Overcoming the challenges to effective interaction recording Understanding the options for call recording in Microsoft Teams Categorie(s): Best Practice Contact centres increasingly (..)

Call Recording 113

Call Recording Interaction Management Company 113

MiaRec

SEPTEMBER 24, 2023

Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. okay, you get the point.

Analysis 98

Analysis Call Recording Marketing Customers 98

MiaRec

SEPTEMBER 1, 2023

The correct, consistent, and accurate redaction of sensitive information in call recordings and transcripts has never been more important to protect your customers' personal data, increase compliance, and much more than it is now. But manual approach to data redaction is tedious, unreliable, and labor-intensive — until now.

Data 96

Data Call Recording Customers 96

MiaRec

JANUARY 19, 2023

This is accomplished by either eliminating or masking personal information such as credit card numbers, social security or account numbers, phone numbers, or dates of birth from call recordings.

Call Recording 98

Call Recording Contact Center Policies Data 98

Eptica

OCTOBER 16, 2020

5 key trends that are impacting call recording in 2020. You might also be interested in these posts: Key to profitability - how UK customer experience is changing over the long-term. Guest Post: Emotive CX for Customer Interaction.

Call Recording 113

Call Recording Trends Meeting Innovation 113

NICE inContact

JANUARY 24, 2019

And take advantage of Call Recording functionality to identify additional self-service options that could help you divert even more calls away from expensive live agents. .

Self Service 152

Self Service Contact Center e-support Call Center 152

Kustomer

APRIL 29, 2021

To learn more about recording customer calls and capitalizing the data, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Call Recordings Are the Secret to Better Customer Support | With Steve Richard” on Spreaker.

Call Recording 85

Call Recording Omni-Channel Data Customers 85

Talkdesk

MAY 12, 2020

Pause the call recording Keeping customer information safe and secure is one of the most important things to maintain in a contact center. Once you hit pause in Callbar, you’ll see a visual indicator showing the call recording has been paused.

Call Recording 86

Call Recording Contact Center Conference CRM 86

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.

Contact Center 24

Contact Center Call Recording Call Center Analytics 24