Interactions

MARCH 14, 2025

At Interactions, weve been dotting the is and crossing the ts on data security and compliance concerns for two decades. While our company mission is to make every interaction between our clients and our customers effortless, we also apply that same ethos to our role as a partner. You choose exactly how we manage your data.

Financial 62

Financial Interaction Call Recording eBook 62

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings. I found this to be a gold mine.”.

Survey 345

Survey Social Media Contact Center Call Recording 345

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. Why is call quality monitoring so important in the contact center? If theyre still cutting, that is.)

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. Will analytics really help your quality management program?

Analytics 162

Analytics Management Contact Center Call Recording 162

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

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 Analysis Self Service 130

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. Ask: Where are the gaps in performance?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

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

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.

Call Recording 72

Call Recording ROI Innovation Customer Satisfaction 72

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

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

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

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

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

NobelBiz

APRIL 20, 2020

Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. Why should Contact Centers have a call recording system?

Call Recording 52

Call Recording Contact Center Software CRM 52

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 106

Video Sales Analytics Examples 106

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 86

Connections Contact Center e-support Call Recording 86

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

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings. I found this to be a gold mine.”.

Survey 182

Survey Social Media Contact Center Call Recording 182

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

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service. AI, Bots & RPA.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

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

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

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

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. What Is A Call Center Dashboard? What Is A Call Center Dashboard Used For?

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular.

Customer Service 125

Customer Service Call Recording Trends Customers 125

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here. Published on: October 02, 2020.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

Calabrio

NOVEMBER 18, 2024

Yet, as Gartners findings reveal, some of the biggest providers still fall short in delivering the level of reporting detail and workforce engagement management (WEM) solutions that contact centers need to thrive. As conversational AI bots become increasingly central to customer interactions, evaluating their effectiveness is crucial.

Contact Center 130

Contact Center Analytics Call Recording Report 130

Eptica

APRIL 19, 2023

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).

Call Recording 113

Call Recording Interaction Management Company 113

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. What is a call queu e ?

Self Service 152

Self Service Contact Center e-support Call Center 152

SurveySensum

DECEMBER 30, 2024

Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies. It helps businesses manage multi-contact, hierarchical customer structures. On top of that, managing users within the platform can be a hassle, particularly as your team expands.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Guest Post: Emotive CX for Customer Interaction.

Call Recording 113

Call Recording Trends Meeting Innovation 113

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

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

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