Avaya

JANUARY 29, 2019

Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management. Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions.

Engagement 67

Engagement Customer Experience Contact Center Infographics 67

Talkdesk

AUGUST 31, 2017

Before we go into the process in depth, it’s important to clarify what this custom storage will mean for your call recordings. The in-call experience will be the same, but after the custom storage has been set up, all your call recordings will be housed in your custom storage bucket rather than in Talkdesk.

Call Recording 40

Call Recording How To Knowledge Base eBook 40

ECXO

MARCH 24, 2024

7. Mobile App Usage: Information about app downloads, session duration, and features used within the app. Customer Service Interactions: Data from customer service interactions, including chat logs, call recordings, and support tickets. This data helps in understanding customers’ mobile behavior and preferences.

Customer Experience 156

Customer Experience Social Media Loyalty Analysis 156

AWS Machine Learning

OCTOBER 17, 2024

Customer service representatives receive a high volume of calls each day. Previously, calls were recorded and manually reviewed later for compliance, regulations, and company policies. Redacting PII is a critical practice in security for several reasons.

Multi-Channel 93

Multi-Channel Resources Call Recording Customer Service Representative 93

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. Call Recording One of the cornerstones of contact center quality is call recording.

Call Center 52

Call Center Training Tips Contact Center 52

Education Services Group

MAY 5, 2020

For instance, some remote meeting platforms require you to download something onto your computer or install an application on your phone. Many folks that are new to working remotely do not have the ability to download to their work computer and some may not even have smartphones.

Training 52

Training Tips Meeting Call Recording 52

Helen Dewdney

JUNE 20, 2023

The consumer asserted that they did not accept the hamper, however this could not be verified as the rail service provider did not have a call recording since the call had been made on a mobile phone. The rail service provider sent a hamper and some national rail vouchers. Want to get better at complaining?

Travel 78

Travel Consumers Transportation Case Study 78

CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? To identify other gaps and opportunities that contact centres could be missing, download our latest report: “State of the Contact Centre 2022: Empowering the contact centre as brand guardian.”

Data 52

Data Self Service Chatbots Call Recording 52

Playvox

OCTOBER 27, 2021

Consider role-playing and, once your agents have some successes under their belt, play call recordings or view transcripts of successful examples of cross-sells and upsells. Knowing how to identify customer needs and recommend products and services helps agents overcome their discomfort with selling. Update your quality monitoring.

Contact Center 52

Contact Center How To Call Recording eBook 52

Talkdesk

DECEMBER 7, 2015

Anxious to be taught by his call center tutor. The best call center software lives right in your browser…”. “Oh I continued, “You won’t need hardware, downloads or coding, The setup is easy and no updates will need loading!”. Now there are call queues! Now, click-to-call! Oh golly,” said Timmy. “Oh

Call Center 40

Call Center Software Call Recording Groups 40

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. Different solutions exist for different kinds of call centers.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

MAY 24, 2021

An “on-premise” solution is to run programs or processes from software that has been downloaded directly onto a terminal or server. The benefit here is control of the software: once downloaded, the program can be used forever. It is a form of on-site deployment. As a result, the charges are one-time. Is it worthwhile, though?

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

Thematic

JANUARY 27, 2019

Unstructured data is data that isn’t stored in a fixed record length format. In a contact center, examples can be survey comments, email, social media posts, chat transcripts, call recordings, quite a lot of different types of data. The volumes, variety, and noisiness can be overwhelming.

Data 59

Data Customer Service How To Contact Center 59

Grade.us

MAY 28, 2019

Pricing: Free, Open Source ( download ). Pricing: Free, Open Source ( download ). Pricing: Free, Open Source ( download ). Like Canva, they have an extensive collection of templates, downloads and pre-made content agencies can use to quickly (in 5 min) produce high-quality content. Contentful. Prismic.io. DesignBold.

Tools 37

Tools Marketing Social Media Advertising 37

NobelBiz

JUNE 26, 2023

While these traditional telephone systems have been a staple in call centers for years, they are inflexible compared to modern VoIP-based systems. They do not support advanced features such as call recording, analytics, or seamless integration with customer relationship management (CRM) tools.

Call Center 52

Call Center Contact Center CRM Social Media 52

SmartKarrot

MAY 14, 2023

With respect to the MS Teams calls, the addition of an intelligence layer helps enable advanced capabilities such as call recording, transcription, and even translation. In addition to the benefits discussed above, the addition also helps you benefit from automation.

How To 10

How To Analytics Conference Meeting 10

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 6, 2024

For the purpose of this notebook, we downloaded the MP4 file for the recording and stored it in an Amazon Simple Storage Service (Amazon S3) bucket. Transcribe audio with Amazon Transcribe In this use case, we use an Amazon 2024 Q1 earnings call as a sample. bedrock_runtime = boto3.client('bedrock-runtime')

Call Center 114

Call Center Video Contact Center Financial 114

CSM Magazine

JANUARY 16, 2025

What you want is a provider that offers: Easy-to-use interface Built-in call recording Basic call routing Good customer support Simple pricing structure For managing customer information, you’ll need a CRM (Customer Relationship Management) system. Plantronics or Jabra make reliable options starting around $80 per headset.

Call Center 52

Call Center How To CRM System 52