Talkdesk

DECEMBER 7, 2017

When it comes to evaluating a new sales tool, there’s a simple way to determine a solution’s ROI: find out how much money it brings in. At Talkdesk , we project revenue totals based on four data points: number of agents, number of calls each agent makes in a day, conversion rate and average deal size. It’s as easy as that.

Sales 4

Sales ROI Contact Center Call Recording 4

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). This is due to the underlying infrastructure, channel and process silos.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

NOVEMBER 11, 2019

Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. While organizations can use call transfer and callback data to gauge their First Call Resolution, this method has limitations. Why is First Call Resolution So Important?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

CSM Magazine

JUNE 3, 2021

The latest cloud-based solutions seamlessly link all contact centre, CRM and critical business data to give a totally connected view of operations in real time. A phased, cloud-based approach is often cheaper and smarter, making it easier to add new services that did not existed before and generate faster ROI.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52

CSM Magazine

AUGUST 31, 2018

In a world full of resources for measuring success (analytics, channels, and tracking tools) many agencies struggle with determining whether they’re monitoring the most appropriate key performance indicators (KPIs) to calculate their clients’ return on investment (ROI). Thankfully, the answer can be found in the form of call tracking.

Metrics 40

Metrics Customer Journeys ROI Advertising 40

Thematic

JULY 15, 2024

Data Import Data import is the step where the conversational analytics tool collects the raw data from all sources, call recordings, chat transcripts, social media etc. Integrate with existing systems & data sources (CRM, CMS, etc.) This stage ensures you have a complete dataset to dive deeper into.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). This is due to the underlying infrastructure, channel and process silos.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Magellan Solutions

JULY 15, 2021

Finally, in order to speed up their lead flow, the outsourcing company provides real-time reporting using pipeline CRM. The client was able to generate significant appointments leading to a superior return of investments (ROI) in sales. They process the information in the client’s updated CRM. .

Call Center 40

Call Center B2B Sales Retail 40

Grade.us

MAY 28, 2019

PhoneWagon claims to be the #1 Top Rated Call Tracking Software. PhoneWagon provides agencies with a comprehensive list of features including local/international numbers, call recording, whisper messages, automated text replies and more. Ecamm offers a LiveStreaming and Skype call recorder for the Mac.

Tools 37

Tools Marketing Social Media Advertising 37