CSM Magazine

MARCH 27, 2025

Unusual Call Volume Peaks: Sudden surges in contact volume without corresponding seasonal drivers could point to underlying process errors or inadequate resources. For example, spikes in call volume related to billing queries could indicate unclear invoicing processes. into a single interface.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

AWS Machine Learning

FEBRUARY 21, 2025

Previously, DXC had explored several existing alternatives but found limitations in each approach from communication constraints to infrastructure requirements that impacted reliability, scalability, and operational costs. Get started with Amazon Connect V2V Ready to transform your contact centers communication?

Connections 87

Connections Contact Center e-support Call Recording 87

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?

Communication 98

Communication Social Media Video Meeting 98

Calabrio

FEBRUARY 28, 2025

Steps include: Audio capture The voice analytics process begins with the capture of voice communications.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

Calabrio

SEPTEMBER 26, 2024

For instance: Financial services teams must record communications to meet trading regulations and safeguard investment advice. Legal and compliance teams must ensure that all critical internal and external communications are properly documented for audits or legal purposes.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Here are some strategies to craft a compelling CX business case and effectively communicate it to leadership: 1.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Talkdesk

DECEMBER 4, 2015

Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. What is call recording?

Call Recording 40

Call Recording Call Center Government Guidelines 40

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

AWS Machine Learning

OCTOBER 29, 2024

Furthermore, these notes are usually personal and not stored in a central location, which is a lost opportunity for businesses to learn what does and doesn’t work, as well as how to improve their sales, purchasing, and communication processes. It also supports audio files so you have flexibility around the type of call recordings you use.

Video 107

Video Sales Analytics Examples 107

InMoment XI

OCTOBER 31, 2024

For example, if the caller initially complained via email before picking up the phone, they will expect the agent to have a record of that initial communication. Quality Assurance (QA) Call centers use quality assurance (QA) to monitor their customer service quality. For example, are they hesitant when offering solutions?

Call Center 195

Call Center Metrics Self Service Effort Score 195

NICE inContact

FEBRUARY 13, 2019

Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback.

Analytics 138

Analytics Management Call Recording Contact Center 138

CSM Magazine

MARCH 20, 2025

A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity. Equip the call center with: Comfortable chairs with lumbar support. Proper lighting to reduce eye strain.

Call Center 52

Call Center Tools Self Service Contact Center 52

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

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

Calabrio

MARCH 22, 2025

Frontline call center agents: Agents are the primary point of contact with customers, handling inquiries, resolving issues, and providing support across various communication channels. They use data-driven insights to help balance operational efficiency with customer service needs. But first, you have to capture that activity.

Contact Center 130

Contact Center Management Strategy Call Center 130

MiaRec

NOVEMBER 8, 2022

The way the world communicates has changed considerably over the last few years. Service Providers have had to evolve with the market and adapt to the the way businesses seek to enable their workforces to communicate with customers and colleagues.

Communication 75

Communication Marketing Call Recording Analytics 75

Calabrio

MARCH 5, 2025

Utilize analytics tools for real-time dashboards and call recording for detailed interaction analysis. Soft Skills Training: Develop agents’ communication, problem-solving, and empathy skills. Use the right tools to effectively track performance Accurate tracking is essential for improving FCR.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

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. This data can then be used to provide personalized feedback and coaching to employees based on their communication patterns and skill gaps.

Analytics 195

Analytics Data Social Media Average Handle Time 195

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. Sending a separate survey invitation email. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

NobelBiz

NOVEMBER 26, 2024

What call center functionalities are included in the base package? 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. Why You Need to Ask This: Data protection is critical in the call center industry.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. As an example, NativePath, a health and nutrition brand, was spending 75% of the week manually reviewing calls to glean insights into agent performance.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NICE inContact

JULY 23, 2015

Some recent additions to the arsenal include: Cross Platform Communication. In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc.

Contact Center 120

Contact Center Multi-Channel Social Media Call Recording 120

BirdEye

DECEMBER 26, 2023

But unfortunately, most businesses are not where they should be in customer communications. Studies suggest that 30% of business phone calls go unanswered. VoIP or Voice over Internet Protocol is a communication system that uses the internet to make calls, unlike a traditional landline telephone. What is a VoIP number?

Call Recording 111

Call Recording Video System Communication 111

NICE inContact

JANUARY 24, 2019

Behavioral routing matches callers and agents based on customer communication style, enabling a better customer experience, and increased agent productivity and satisfaction. . Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent. .

Self Service 152

Self Service Contact Center e-support Call Center 152

NICE inContact

APRIL 5, 2016

With a cloud contact center solution, you can also take an omnichannel approach to customer communications, such as sending them helpful information via text. #3: 3: Use Your CRM to Drive Your Dialer: Rather than using your dialer to manage call records, why not integrate it with your CRM for an up-to-date, closed loop system?

Contact Center 120

Contact Center CRM Call Recording Omni-Channel 120

InteractionMetrics

NOVEMBER 21, 2024

2: Re-Read One Email for Clarity and Impact Customer communication often starts with emails. Refining written communication boosts clarity, consistency, and customer satisfaction. Tools like chat transcripts or call recordings offer additional insight. Repeat this exercise for at least 10 different customers.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Totango

MAY 17, 2024

Inconsistent post-call follow-up : According to a recent Deloitte report, one-third (35%) of a CSM’s time is spent driving follow-ups and pulling materials post-customer meetings. Connect engagement to communications Record your calls! To get started, focus on easy and fast wins like call recording.

Innovation 101

Innovation Call Recording Conference Customer Success 101

NobelBiz

JANUARY 28, 2025

As the industry shifts toward omnichannel communication, traditional KPIs like Average Handle Time must adapt. Achieving a high rate often involves empathetic communication, flexible payment options, and clear explanations of repayment terms. Insurance For insurance call centers, customer retention is paramount.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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

Eptica

MAY 7, 2021

The changing place of call recording in the contact centre. Reducing incoming call volumes while increasing customer satisfaction. Tags: Unified Communications, Microsoft Teams, migrating to Teams Categories: Best Practice. Click here to read the full blog. Share this page on: Tweet.

How To 95

How To Call Recording Customer Satisfaction Interaction 95

CX Accelerator

FEBRUARY 12, 2018

It can come from outside sources such as social channels, product review sites, or other online communities. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. A version of this post originally appeared on M4 Communications blog. Twitter - @SueDuris

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

Kustomer

APRIL 29, 2021

Are Phone Calls Dying Off in the CX World? For years, phone calls as a means of communication between CX agents and customers has been under great speculation. Debate amongst the customer experience community over whether or not this communication channel would eventually die out takes place frequently.

Call Recording 85

Call Recording Omni-Channel Data Customers 85

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

SEPTEMBER 15, 2016

That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies.

Call Center 120

Call Center Strategy Contact Center Call Recording 120

Talkdesk

NOVEMBER 25, 2020

When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

UJET

JULY 7, 2020

Making each solution communicate efficiently requires a lot of technical overhead. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Only 7% said their technologies were “well integrated.”

Engagement 106

Engagement Contact Center Call Recording Trends 106

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 Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52