Clarabridge

JANUARY 6, 2017

Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It hides in call recordings and in call center agent notes. Of course, for Clarabridge, this is hardly a new development.

Call Recording 40

Call Recording Social Media Call Center Feedback 40

Clarabridge

JANUARY 6, 2017

Throughout the article, he forecasts the future of technology—and in one 2017 prediction, he lays out what we at Clarabridge believe is the future of customer experience management. It hides in call recordings and in call center agent notes. Of course, for Clarabridge, this is hardly a new development.

Call Recording 40

Call Recording Social Media Call Center Feedback 40

Clarabridge

SEPTEMBER 22, 2015

Unstructured data is found beyond social media—it’s the write-in text in your surveys, the emails your customers send you, the call recordings from your call center, and dozens of other sources.

Data 40

Data Social Media Insurance Call Recording 40

BirdEye

MARCH 1, 2024

IVR helps customers navigate to the right team, while the call forwarding service can route calls in the background. Call recording Call forwarding services enable agents to answer calls at their convenience. However, accountability and reporting may become challenging in this setup.

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

BirdEye

JUNE 14, 2023

Consider tapping into Voice over Internet Protocol (VoIP) services which allow you to facilitate those calls using an internet connection at a fraction of the cost of traditional phone service. The best VoIP solutions also offer voicemail, call recording, custom caller ID, and voicemail-to-text features.

Communication 98

Communication Social Media Video Meeting 98

CSM Magazine

AUGUST 4, 2021

How can banks prepare for constantly evolving customer expectations to ensure the customer experience continues to deliver? A unified customer experience management program allows organizations to garner deep insights into the customer experience to determine potential hang-ups in the customer journey.

Banking 52

Banking Self Service Customer Experience Customer Service 52

Pointillist

OCTOBER 22, 2018

Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. to 1 p.m.?’

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Avaya

JANUARY 26, 2018

Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction. Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings.

Financial 51

Financial Contact Center Call Recording Communication 51

AWS Machine Learning

NOVEMBER 27, 2023

In a contact center, agents spend precious time after each call manually summarizing notes, which can impact their productivity and increase call wait times. The agent will follow up with the customer in 2 days to confirm the receipt of the replacement order.”

Self Service 109

Self Service Contact Center Analytics Effort Score 109