InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Active Waiting Calls Addressing a single call successfully is one thing, but how do your agents handle larger volumes?

Call Center 195

Call Center Metrics Self Service Effort Score 195

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020.

Call Recording 74

Call Recording Trends Analytics Technology 74

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. Quality monitoring data provides insights to streamline processes, improve efficiency, and reduce call handle times.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. Published on: April 23, 2021. Share this page on: Tweet.

Call Recording 72

Call Recording ROI Innovation Customer Satisfaction 72

Calabrio

FEBRUARY 28, 2025

Essentially, voice analytics can unlock the hidden potential within your contact centers conversationsand turn your interactions into a competitive advantage. And in the realm of the contact center, both terms fall within the scope of interaction analytics solutions and conversation intelligence. How does voice analytics work?

Contact Center 130

Contact Center Analytics Self Service Analysis 130

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Create an agile, efficient call center with the help of these related best practices.

Contact Center 130

Contact Center Management Strategy Call Center 130

NobelBiz

APRIL 20, 2020

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it.

Call Recording 52

Call Recording Contact Center Software CRM 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. Manual steps like these often indicate areas ripe for automation.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

Calabrio

MARCH 5, 2025

In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. To calculate FCR: Track all interactions initiated by customers within a given period, such as one month. Divide FCR by the total number of calls in a specific time and multiply by 100.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

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. Text from sales team interactions. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

AWS Machine Learning

FEBRUARY 21, 2025

Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions. Theres no waiting in silence, which is even more important in non-face-to-face conversations (such as contact center interactions).

Connections 88

Connections Contact Center e-support Call Recording 88

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

NICE inContact

APRIL 18, 2019

At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. You can more effectively pinpoint and evaluate interactions now than ever before. Will analytics really help your quality management program?

Analytics 162

Analytics Management Contact Center Call Recording 162

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Interaction 62

Interaction Call Recording Management Customer Experience 62

NICE inContact

FEBRUARY 13, 2019

Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. And you can do it faster and with more specificity when you can pinpoint specific interactions to evaluate. This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

Calabrio

SEPTEMBER 26, 2024

And in todays digital landscape, moving compliance recording and quality solutions to the cloud is more important than ever. Compliance Recording and Quality Demands Beyond the Contact Center Contact centers have long been the central hub for recording customer interactions, primarily for quality assurance and regulatory compliance.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Survey 182

Survey Social Media Contact Center Call Recording 182

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Then, they match this information with structured metadata about the interaction. With Automated Quality Management capabilities , analyzing 100% of customer interactions is completed within minutes.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

AWS Machine Learning

OCTOBER 29, 2024

Use case overview The organization in this scenario has noticed that during customer calls, some actions often get skipped due to the complexity of the discussions, and that there might be potential to centralize customer data to better understand how to improve customer interactions in the long run.

Video 108

Video Sales Analytics Examples 108

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. For example, it can identify customers who frequently reach out to your sales team to better understand products before committing, so you can be proactive in future interactions.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

CSM Magazine

MARCH 20, 2025

For instance, a sales-focused call center may require tools like predictive dialers, while a customer support hub might prioritize interactive voice response (IVR) systems. Decide on a Budget Your budget will determine the tools, staffing, and type of call center you can afford. Empathy and patience for customer interactions.

Call Center 52

Call Center Tools Self Service Contact Center 52

Eptica

JANUARY 9, 2022

Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Integrating call recording into Microsoft Teams. Read the article on its blog here. You might also be interested in these posts: Preparing for future customer service challenges.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 139

Contact Center Call Recording Policies Software 139

Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

Eptica

NOVEMBER 11, 2021

Click here to read the full post on the website of our parent company Enghouse Interactive. Integrating call recording into Microsoft Teams. Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. 9 reasons to embrace messaging for customer service.

Customer Service 125

Customer Service Call Recording Trends Customers 125

NICE inContact

JULY 19, 2018

Customer information will automatically appear to the agent – notes from previous interactions, how many times the customer has contacted, etc.

Contact Center 120

Contact Center CRM Call Recording System 120

InteractionMetrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? How did it compare to your ideal customer interaction? 3: Focus on the End of Interactions for How to Improve Customer Service If you’re focusing on how to improve customer service, start with the end.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Eptica

APRIL 19, 2023

Read the full article on our parent company Enghouse Interactive’s site. Read the full article on our parent company Enghouse Interactive’s site. Our latest blog post explains what a web UI is and the benefits it provides.

Call Recording 113

Call Recording Interaction Management Company 113

NICE inContact

JANUARY 24, 2019

Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent. . Interactive Voice Response (IVR) or digital channels are especially useful for handling routine, less urgent inquiries such as account balances, order status, and hours of operation.

Self Service 152

Self Service Contact Center e-support Call Center 152

Eptica

OCTOBER 16, 2020

To find out more read the full post on our parent company Enghouse Interactive’s website. Guest Post: Emotive CX for Customer Interaction. 5 key trends that are impacting call recording in 2020. Share this page on: Tweet.

Call Recording 113

Call Recording Trends Meeting Innovation 113

Calabrio

NOVEMBER 18, 2024

As conversational AI bots become increasingly central to customer interactions, evaluating their effectiveness is crucial. Calabrios Agent and Bot Analytics deliver comprehensive insights into both human and bot interactions. However, many providers deliver disconnected WEM tools that require additional resources to manage.

Contact Center 130

Contact Center Analytics Call Recording Report 130

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. Therefore, a positive call center experience is essential for business growth. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

BlueOcean

DECEMBER 4, 2019

How Contact Centers Interact with Cardholder Data. The most common way an outsourcer interacts with cardholder data is through live agents. Blue Ocean partners with a certified PCI-compliant solutions provider that uses Dual Tone Multi Frequency (DTMF) technology to ensure all our agent-handled interactions are secure.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

Calabrio

AUGUST 15, 2018

Rob Morrissey, senior manager of partnerships and emerging products at TD Ameritrade, will be sharing how his company is using artificial intelligence to manage customer interactions and why contact centers of all sizes should consider this technology to improve the customer experience.

Contact Center 130

Contact Center Conference Call Recording Sports 130

NICE inContact

NOVEMBER 14, 2019

To assess an agent’s performance, contact center supervisors listened to calls or call recordings to make a judgement of what the agent was excelling at and what he/she needed to improve on.

Contact Center 24

Contact Center Call Recording Call Center Analytics 24

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