NICE inContact

FEBRUARY 11, 2020

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?

Contact Center 156

Contact Center Training Omni-Channel Call Center 156

BlueOcean

JANUARY 23, 2024

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

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. Make no mistake.

Survey 345

Survey Social Media Contact Center Call Recording 345

NICE inContact

JULY 19, 2018

There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency.

Contact Center 120

Contact Center CRM Call Recording System 120

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources.

Contact Center 136

Contact Center Call Center Analytics Trends 136

NICE inContact

JULY 23, 2015

What is an Intelligent Contact Center? 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. Some recent additions to the arsenal include: Cross Platform Communication.

Contact Center 120

Contact Center Multi-Channel Social Media Call Recording 120

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

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

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

MiaRec

JUNE 18, 2024

You are constantly trying to find ways to lessen the burden on your agents while empowering them to provide better service quality while increasing contact center efficiency? This significantly streamlines the data capture and entry process.

Contact Center 105

Contact Center Insurance Contact Center Workflow Data 105

NICE inContact

MAY 10, 2016

Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. While every business has differences, there are some key benefits of speech analytics that can be useful for your contact center no matter what it’s function.

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. As a result, call recording in the cloud becomes a valid alternative.

Call Recording 52

Call Recording Contact Center Software CRM 52

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

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

Contact Center 115

Contact Center Call Center e-support Knowledge Base 115

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. 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.

Contact Center 101

Contact Center Self Service Tips Ecommerce 101

Upstream Works

MAY 18, 2021

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Learn more about Upstream Works omnichannel cloud contact center solutions here.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78

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

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

MiaRec

JUNE 2, 2022

We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers.

Contact Center 96

Contact Center Consumers Communication Call Recording 96

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 139

Contact Center Call Recording Policies Software 139

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

NICE inContact

JANUARY 30, 2019

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. NICE inContact’s cloud-based platform and solutions have given MSI’s contact center the flexibility and efficiency it needs to power continued growth.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

MiaRec

AUGUST 25, 2022

Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more.

Contact Center 98

Contact Center Financial Data Management 98

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

MiaRec

APRIL 12, 2023

Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.

Contact Center 98

Contact Center ROI Analytics Video 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. Make no mistake.

Survey 182

Survey Social Media Contact Center Call Recording 182

BlueOcean

DECEMBER 4, 2019

If you are going to RFP for contact center services, insight into consumer credit card data protection – typically either certification or compliance with an established standard – is likely going to be part of the conversation. How Contact Centers Interact with Cardholder Data. PCI Compliance in the Contact Center.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

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

NICE inContact

APRIL 5, 2016

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Agents are connected before the customer answers, which helps start the call off positively and increases connect rates. #2:

Contact Center 120

Contact Center CRM Call Recording Omni-Channel 120

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Contact Center 69

Contact Center Tips Sports Average Handle Time 69

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback. This one is too short, this one is too long, this one is just right!”.

Analytics 138

Analytics Management Call Recording Contact Center 138

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Call recording? Understand the capital requirements and where they are aligned in your contact center.

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

Contact Center 72

Contact Center Call Center How To Exercises 72