NobelBiz

APRIL 20, 2020

However, data does not necessarily reveal the full story and provide you with a complete picture of the teams. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. Since the data is delivered in a much simpler and more intuitive manner, the methods are easier to use.

Call Recording 52

Call Recording Contact Center Software CRM 52

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

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

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

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.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

AWS Machine Learning

OCTOBER 29, 2024

This engine uses artificial intelligence (AI) and machine learning (ML) services and generative AI on AWS to extract transcripts, produce a summary, and provide a sentiment for the call. All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers.

Video 112

Video Sales Analytics Examples 112

Interactions

MARCH 14, 2025

At Interactions, weve been dotting the is and crossing the ts on data security and compliance concerns for two decades. You choose exactly how we manage your data. We treat your data exactly as you wish, and according to your compliance needs and business policies. If you need to keep call recordings for a year, well do that.

Financial 62

Financial Interaction Call Recording eBook 62

AWS Machine Learning

JUNE 26, 2024

Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining.

Data 130

Data Knowledge Base Financial Groups 130

Calabrio

SEPTEMBER 26, 2024

IT and cybersecurity teams may need to track data breach investigations, and so on. Data-Driven Insights: Quality monitoring provides data that can be used to optimize workflows and drive strategic decision-making, making it easier to improve business outcomes in a measurable way.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

CSM Magazine

APRIL 3, 2024

Understanding and complying with data protection laws is paramount, especially for businesses engaging in call recording. The introduction of the General Data Protection Regulation (GDPR) in May 2018 marked a significant shift toward protecting personal data privacy within the European Union (EU).

Call Recording 40

Call Recording Policies Guidelines Data 40

Calabrio

MARCH 22, 2025

Managing Customers: While much of call center management deals directly with the organizations operations, these activities ultimately tie back to one thing: the customer experience, or CX. Their insights provide valuable data for management to optimize training and service delivery. But first, you have to capture that activity.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

Calabrio

MARCH 5, 2025

Actionable Insights for Continuous Improvement: Analyzing FCR data helps identify recurring customer issues, knowledge gaps, and training needs. By reviewing recorded conversations and customer feedback, managers can identify areas where agents may need additional support or training to improve their FCR rates.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Calabrio

MARCH 4, 2025

Not all conversation intelligence tools analyze data the same way. In fact, with new developments in technologies like generative AI (GenAI), conversation intelligence tools can now be trained on very large data sets, called Large Language Models (LLMs), which can be used to surface more accurate and trustworthy insights.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

AWS Machine Learning

JULY 23, 2024

Organizations use advanced natural language detection services like Amazon Lex for building conversational interfaces and Amazon CloudWatch for monitoring and analyzing operational data. One risk many organizations face is the inadvertent exposure of sensitive data through logs, voice chat transcripts, and metrics.

Data 117

Data Policies Groups Chatbots 117

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. Through VoC and other data. . Perception is reality.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? In it, I advocated for mappers to add data to their journey maps. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? What kind of data?

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

AWS Machine Learning

OCTOBER 16, 2024

This serverless processing pipeline is built around Amazon Transcribe, which processes the call recordings and converts them from speech to text. This pipeline provides self-serving capabilities for data scientists to track ML experiments and push new models to an S3 bucket.

Customer Service 86

Customer Service Contact Center Insurance Financial 86

Experience Investigators by 360Connext

OCTOBER 17, 2023

Gather Data and Insights To support the business case, gather relevant data and insights that demonstrate the impact of CX on the identified business outcomes. This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. What should leaders take away from these numbers?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CSM Magazine

MARCH 20, 2025

Enhancing Operational Efficiency Knowledge Management Systems (KMS) : KMS tools Ensure agents can access crucial information quickly, reducing call handling times. Advanced Enhancements Data Analytics and Reporting : Offers insights into agent performance, call resolution rates, and customer satisfaction to drive informed decisions.

Call Center 52

Call Center Tools Self Service Contact Center 52

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

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

BlueOcean

DECEMBER 4, 2019

There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. Payment Card Industry Data Security Standard (PCI DSS) was designed to protect against data breaches involving credit card data. How Contact Centers Interact with Cardholder Data.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

NICE inContact

JANUARY 24, 2019

You can route calls based on geography, real-time call center KPIs such as current service level, and other criteria. . Data-directed routing refines routing decisions based on information such as customer tier, customer lifetime value (CLV), or other customer specific data. .

Self Service 152

Self Service Contact Center e-support Call Center 152

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

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 121

Analytics Customer Service Call Recording Contact Center 121

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 And when it comes to your data? Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Calabrio

NOVEMBER 18, 2024

Todays contact centers rely on detailed, flexible data to accurately gauge performance and make informed decisions. By integrating call recording and Voice of the Customer data, our analytics tools enable detailed performance analysis and provide actionable feedback for agents and bots alike.

Contact Center 130

Contact Center Analytics Call Recording Report 130

MiaRec

JANUARY 19, 2023

In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings.

Call Recording 98

Call Recording Contact Center Policies Data 98

Kustomer

APRIL 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. Are Phone Calls Dying Off in the CX World?

Call Recording 85

Call Recording Omni-Channel Data Customers 85

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

Totango

MAY 17, 2024

Embracing AI presents challenges and some uncertainties with regard to optimal data consolidation, ubiquitous governance and regulation, and succinct experimentation and process updates. Tools like Totango + Catalyst are purpose-built to aggregate data in a view that can be actioned either automatically or by the CSM.

Innovation 101

Innovation Call Recording Conference Customer Success 101

CX Accelerator

FEBRUARY 12, 2018

Businesses must do something with this unstructured data to use it in some purposeful way. This unsolicited feedback data can come from three places. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. 4) Tell a complete story with your data.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

Thematic

DECEMBER 15, 2024

Applying AI analytics to your contact center data can tell you how your customers really feel and help you improve the overall customer experience. In this guide, we’ll explore why sentiment analysis matters for contact centers and what types of data you might want to use. But it’s still a tedious process.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. These dashboards enable CX teams to identify and resolve customer pain points with a data-driven approach.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

JULY 27, 2016

Agents can handle inbound and outbound voice calls, voicemails, callbacks, chat interactions and work items in the same interface (read: no more ALT+TAB between different application windows). For every interaction, they will see customer data displayed on their screen synchronized with each routed interaction.

Contact Center 123

Contact Center CRM Call Recording Report 123

NICE inContact

APRIL 5, 2016

. #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