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. Conversational analytics platforms first collect conversational data from various sources like call recordings, chat logs, emails, and social media interactions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

AWS Machine Learning

OCTOBER 29, 2024

To increase efficiency, reduce the load, and gain better insights, this solution looks at how to use generative AI to analyze recorded videos and provide employees with valuable insights relating to their calls. It also supports audio files so you have flexibility around the type of call recordings you use.

Video 104

Video Sales Analytics Examples 104

BlueOcean

DECEMBER 4, 2019

Essentially, your contact center partner needs a solution that meets the six key elements for compliance, including: • Secure Network. • Encryption. • Security Software. • Restricted Access. • Network Monitoring. • Documented Security Policy. Neither is it stored in your or your outsourcer’s software system or in call recordings.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

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. Runtime processing – Embed user queries into vectors.

Data 119

Data Knowledge Base Financial Groups 119

ChurnZero

JANUARY 28, 2022

Document everything. For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. Document Everything. Document your processes as you build them – trust me, you’ll thank yourself for it later. So, document as you go. Establish your audience. Define clear expectations.

Software 98

Software How To Feedback Training 98

Vonage

MARCH 26, 2018

For brands to compete – and win – in CX in 2018 and beyond, inside sales reps must focus on making strong emotional connections with prospects, and they must understand and document the emotions that are likely to drive the prospect to purchase.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Inbenta

AUGUST 17, 2021

Twilio Voice API gives developers control over their calls, with APIs built for a wide variety of uses from basic phone-to-phone calling, app-to-phone calling, Interactive Voice Response (IVR), conference calling, SIP interfacing, call recording, transcription, call tracking, and more. Audiocodes.

Chatbots 94

Chatbots Customer Service Self Service Competitive Advantage 94

AWS Machine Learning

SEPTEMBER 19, 2023

For unstructured data, the agent uses AWS Lambda functions with AI services such as Amazon Textract for document analysis, Amazon Transcribe for speech recognition, Amazon Comprehend for NLP, and Amazon Kendra for intelligent search. The Lambda functions internally call the relevant AWS AI services and return the results to the agent.

Financial 119

Financial Multi-Channel Marketing Analysis 119

BirdEye

JUNE 14, 2023

And it allows teams to exchange important documents and collaborate on team projects as if they were on-site together. Whether it’s a quick Slack message of “done” or Zoom call, they can all engage in discussions, seek feedback, or share information they need to perform their tasks properly. The saying goes, “Get it in writing.”

Communication 98

Communication Social Media Video Meeting 98

UJET

MAY 19, 2020

Even though agents won’t be recorded on a daily basis, seeing physical cues can be helpful to train agents. Access to Documents and Resources. Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions.

Training 82

Training How To Self Service Video 82

AWS Machine Learning

APRIL 18, 2024

It uses Amazon Transcribe for speech to text, Knowledge Bases for Amazon Bedrock for contextual queries against your company’s documents and knowledge sources, and Amazon Bedrock models for customizable transcription insights and summaries. Everything you need is provided as open source in our GitHub repo. We’d love to hear from you.

Knowledge Base 126

Knowledge Base Meeting Resources Call Recording 126

Talkdesk

MAY 6, 2020

Integrating this patchwork of systems is often impossible, and the “baling wire and duct tape” attempts to hold them together have well-documented results, including high maintenance cost, high IT overhead, poor reliability and crucially, bad customer experiences. Companies have had enough. They need more business agility.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

NobelBiz

MARCH 14, 2023

Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement. Poor Data Management and Analysis: Managing and analyzing call center data can be a complex task that presents several challenges for businesses. Regularly review and update call scripts.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

CSM Magazine

APRIL 10, 2020

Documents are kept in Word, client base and analytical reports are kept in Excel, letters are stored in the mail, tasks are kept on stickers. If you have your own training system, you can post training materials, videos, texts, presentations, call records and images directly on the portal.

System 52

System Management CRM Call Recording 52

UJET

MAY 19, 2020

Even though agents won’t be recorded on a daily basis, seeing physical cues can be helpful to train agents. Access to Documents and Resources. Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions.

Training 72

Training How To Self Service Video 72

NobelBiz

NOVEMBER 27, 2023

.’ Uncover the secrets to optimizing call center efficiency, enhancing customer experiences, and making informed decisions for your business. For businesses that utilize call recording features, call logs provide a convenient way to access and link recorded calls for further analysis.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Inbenta

MAY 7, 2021

Complex issues can be documented and shared for future reference. The best call centre software has stacks of innovative features to keep both customers and agents happy, such as: IVR (interactive voice response) Call recording Performance evaluation Speech analytics Technical support.

Customer Service 116

Customer Service Social Media How To Software 116

AWS Machine Learning

DECEMBER 21, 2023

With the Anthropic Claude 2 model selected, enter your prompt “Create a call script for an agent that helps customers with lost credit cards” and press Enter. It also has summarization by highlighting key sentences in the transcript and labeling the issues, outcomes, and action items.

Contact Center 109

Contact Center Call Center e-support Knowledge Base 109

TechSee

AUGUST 26, 2024

Use call recordings and performance metrics to review service delivery and provide constructive feedback. First, it learns what service flows, and solutions work best by monitoring service sessions and ingesting service documentation. Sophie AI takes that to another level.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

NobelBiz

FEBRUARY 2, 2021

The key is to offer a range of online learning options and content, from video lessons to online tests, downloadable documents, software technical modules, and more. And face-to-face video calls play a key role in this regard. Call Recording One of the cornerstones of contact center quality is call recording.

Call Center 52

Call Center Training Tips Contact Center 52

NobelBiz

SEPTEMBER 17, 2024

Call Analytics and Reporting : Provides detailed real-time analytics and reporting, including call duration, customer interaction history, and performance tracking. Call Recording : Automatic call recording for quality assurance and training.

Contact Center 52

Contact Center CRM Call Recording Call Center 52

ChurnZero

JANUARY 28, 2022

Establish your audience Define clear expectations Execute your rollout strategy Collect feedback and adapt Document everything I’d be lying if I said I came up with these strategies on my own. For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. So, document as you go.

Software 52

Software How To Feedback Training 52

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. Read valuable perspectives from Forrester Principal Analyst Ian Jacobs after our recent Automated Quality webinar in this Q&A document. Increasing both customer and employee satisfaction are at stake. Want to learn more?

Contact Center 30

Contact Center Call Recording Resources Technology 30

InteractionMetrics

SEPTEMBER 9, 2024

Determine the Baseline: Document the status quo by: Examining a statistically significant corpus of your emails, chats, and call recordings. Mystery shopping your company to document what happens when critical issues occur. You need to know how you perform when the pressure is on.

Customer Service Strategies 52

Customer Service Strategies Strategy Brands Customer Service 52

Gainsight

FEBRUARY 21, 2023

Examples of such processes could include a streamlined way of saving transcripts of customer call recordings to your centralized customer notes. Another way to create more time for CSMs is to create an efficient method of documenting client notes in multiple places without requiring double entry.

Customer Success 52

Customer Success Self Service Multi-Channel Call Recording 52

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. How to use call center technology effectively?

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Education Services Group

MAY 5, 2020

When you schedule a meeting or training session, send over any and all relevant documentation or resources that you’ll be reviewing on your call ahead of time. You may also wish to schedule a follow up call or your next quick check-in call at this time. Send reference materials ahead of time.

Training 52

Training Tips Meeting Call Recording 52

InteractionMetrics

AUGUST 14, 2024

When we can, we augment this with your call recordings, chat documentation, etc. If you’re wondering whether your customer service could be improved, send us a call recording, email exchange, or chat transcript. For free, we will give this interaction an objective assessment.

Consulting 52

Consulting Customer Service Company Call Recording 52

SurveySparrow

APRIL 22, 2020

Streamline your workflow with help of features like a self-service portal, automatic ticket creation, blended call centre, customer history, call recording, interaction tracking, real-time chat ad knowledge management.

Self Service 52

Self Service Software Multi-Channel Knowledge Base 52

Magellan Solutions

AUGUST 5, 2021

Detailed call recording and logging. • Reducing the number of documents. . • Has integrations with Mailchimp, Salesforce, and Zoho. $99 99 – $599/month. KOOKOO CloudAgent. Live dashboard . Automatic Do Not Disturb (DND) filtering. CRM integrations . $65/month. Customer Relationship Management (CRM) Software.

Call Center 40

Call Center Software CRM Virtual Call Center 40

NobelBiz

MARCH 21, 2023

They dial one number at a time only when an agent is available to handle the call. This will allow agents more time between calls to document the interaction and properly prepare for the next call. Progressive dialers are also equipped with features that improve the quality of outbound calling.

Contact Center 52

Contact Center Software Call Center Call Recording 52

SurveySparrow

AUGUST 31, 2020

Many of the sales teams spend a lot of time documenting their work, this is not only a time-guzzler but they are losing precious time. With a lot of datasets available, there is a variety of data, to record or document them one needs to do a bunch of tasks, some of which might be unnecessarily wasting the time of the salesperson.

Sales 59

Sales Tools Management CRM 59

NobelBiz

AUGUST 11, 2022

Business Tools Integrations Through native connectors or a well-documented API, CCaaS solutions should be able to readily integrate with your business tools (for most call centers, that means the CRM). Features such as double listening, whispering, and call recording are critical to giving your callers an exceptional experience.

Contact Center 52

Contact Center Call Center Multi-Channel Abandon Rate 52

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

ProProfs Chat

OCTOBER 25, 2017

The idea is to ensure that all calls are attended to the best way possible. Some of these software also allows for call recording so companies can review the performance of their agents and help them attend to customers in a better way. FAQ, Documentation & Video Support.

Omni-Channel 100

Omni-Channel System Social Media How To 100

AWS Machine Learning

MARCH 20, 2025

Today, were excited to announce the general availability of Amazon Bedrock Data Automation , a powerful, fully managed feature within Amazon Bedrock that automate the generation of useful insights from unstructured multimodal content such as documents, images, audio, and video for your AI-powered applications. billion in 2025 to USD 66.68

Data 104

Data Multi-Channel Effort Score e-support 104