Totango

MAY 17, 2024

Reduce support tickets A quarter (25%) of support cases are opened for topics already addressed in the support site and/or knowledge base. Connect engagement to communications Record your calls! To get started, focus on easy and fast wins like call recording. Tools like Chorus and Gong.io

Innovation 101

Innovation Call Recording Conference Tools 101

CSM Magazine

JUNE 10, 2021

Make internal knowledge easily available – move away from “knowledge management” and towards “knowledge sharing”. Consider what, within the contact centre knowledge base, may be of use for other departments and notify them. After all, they’ll also be looking for improvement ideas. .

Gamification 105

Gamification How To Call Recording Analytics 105

Win the Customer

JUNE 5, 2017

Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business. Create customer service guidelines. But each channel may need its own guidelines.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

SurveySparrow

FEBRUARY 20, 2020

Blended Call Centre. Call Recording. Call Scripting. Well, the most reliable attributes of Zendesk remains ticket raising and auto-fill forms that help resolve issues during a call and knowledge base that helps customers use the solution efficiently. Call Logging. Call Recording.

Software 96

Software Self Service Customer Service Multi-Channel 96

SurveySensum

OCTOBER 29, 2024

Text and Sentiment Analysis Contact center speech analysis refers to the analysis of unstructured data from call recordings, call transcripts, live chat, email interactions, etc using NLP and machine learning algorithms to pick up on recurring themes and emotions within conversations. Let’s understand each of them.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

AWS Machine Learning

DECEMBER 21, 2023

This allows you to use natural language with a conversational chat interface to perform tasks such as creating novel content including narratives, reports, and blog posts; summarizing notes and articles; and answering questions from a centralized knowledge base—all without writing a single line of code.

Contact Center 114

Contact Center Call Center e-support Knowledge Base 114

Upstream Works

DECEMBER 11, 2018

Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service. The technologies required to support the demand for self-service include kiosks, chatbots, contact center knowledge base, and video. Dedicated Desktop and Customer Journey Management.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

AWS Machine Learning

MAY 7, 2024

If you prefer to generate post call recording summaries with Amazon Bedrock rather than Amazon SageMaker, checkout this Bedrock sample solution.

Meeting 128

Meeting Resources Call Recording Training 128

ProProfs Chat

JANUARY 29, 2020

Multi-Channel Customer Service can be a combination of platforms including phone, email, live chat, social media, or self-service channels like FAQs, knowledge base, forums, online communities, or more. Review Chat Logs, Emails & Call Recordings. But why does this multi-channel customer experience matter so much?

Multi-Channel 98

Multi-Channel Customer Service Social Media Self Service 98

UJET

DECEMBER 17, 2020

It can also help agents resolve tickets quicker by recommending answers based on similar questions. More satisfying site search and knowledge-base results. Let’s say a customer gives their account number and birthdate to validate a customer service call. Fewer customer service runarounds.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

UJET

DECEMBER 17, 2020

It can also help agents resolve tickets quicker by recommending answers based on similar questions. More satisfying site search and knowledge-base results. Let’s say a customer gives their account number and birthdate to validate a customer service call. Fewer customer service runarounds.

Examples 72

Examples Virtual Agent Self Service Chatbots 72

Talkdesk

AUGUST 31, 2017

This process will maximize the control a customer has over the call data and minimize the risk of a PCI compliance failure. Talkdesk’s Knowledge Base has a detailed article discussing the steps in this process, but we’ll discuss the basics here. Details about that process can be found in our Knowledge Base.

Call Recording 40

Call Recording How To Knowledge Base eBook 40

NobelBiz

NOVEMBER 6, 2023

Email Routing Automation: Automatically categorizes and routes incoming emails to the appropriate agents based on predefined rules. Knowledge Base Systems: These automated systems store and retrieve information to assist agents in providing consistent and accurate responses to customer inquiries.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Collect Important Support Data.

Customer Experience 72

Customer Experience Self Service CRM Call Recording 72

Inbenta

MAY 7, 2021

Inbenta’s augmented agent solution integrates into call center software to streamline agent productivity with excellent speech-to-text functionality. Build a knowledge hub. Creating and maintaining a company knowledge base will make it easier for agents to look up solutions to the most common problems.

Customer Service 116

Customer Service Social Media How To Software 116

NobelBiz

JULY 23, 2024

Omnichannel call center software enhances productivity by automating repetitive tasks, allowing agents to focus on complex customer issues. Features like call recording and real-time coaching support continuous improvement through immediate feedback and targeted training.

Call Center 52

Call Center Insurance Omni-Channel Software 52

TechSee

AUGUST 26, 2024

Use call recordings and performance metrics to review service delivery and provide constructive feedback. This includes knowledge bases, FAQs, and up-to-date information on products and services. Moreover, providing agents with comprehensive resources is essential.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Collect Important Support Data.

Customer Experience 63

Customer Experience Self Service CRM Call Recording 63

ChurnZero

JANUARY 28, 2022

For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. On a more tactical level, make it a priority to maintain your learning resources such as knowledge bases, how-tos, FAQ’s, and hot tips. Because as they say, the only constant in life is change. Plan accordingly.

Software 98

Software How To Feedback Training 98

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. The detailed insightful reports of Groove needs a special mention.

Self Service 52

Self Service Software Multi-Channel Knowledge Base 52

Pointillist

NOVEMBER 11, 2019

Integrate Structured Data with Unstructured Data Advanced customer journey analytics platforms integrate structured customer interaction data from your website, CRM system and other sources with your unstructured data from IVR systems, web chat transcripts, audio call recordings etc. Forrester What does this mean for your call center?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Talkdesk

AUGUST 24, 2017

What we suggest as the best way to minimize PCI compliance risk for companies that absolutely need to collect payment information on Talkdesk calls is to set up a custom storage bucket where the call recordings can be housed.

Contact Center Software 41

Contact Center Software Contact Center Call Recording Knowledge Base 41

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. ViiBE makes it easy to organize your call center and to track improvements.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NobelBiz

MAY 21, 2024

Call Queue Management Effective call queue management minimizes wait times and ensures that customers are attended to promptly, reducing frustration and enhancing the overall customer experience.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

NobelBiz

MARCH 21, 2023

Why was the call routed to the incorrect division? Review call records and logs. Consult with your call center agents and supervisors. Determine why customers are calling back To enhance the rate of first-call resolution, the first step is to discourage customers from calling back.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Having a product knowledge base handy often helps. This is due to the underlying infrastructure, channel and process silos.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

AWS Machine Learning

SEPTEMBER 19, 2023

Prompt the LangChain agent to perform sentiment analysis on the earnings call recordings What is the sentiment around inflation in Amazon's earnings call? Sentiment Analysis Tool Amazon Comprehend AWS Lambda Amazon S3 The sentiment of mentions of 'inflation' in the Amazon earnings call transcript is negative.

Financial 125

Financial Multi-Channel Marketing Analysis 125

Talkdesk

FEBRUARY 16, 2017

For example, if a company wants to initiate automations to reduce after call work, Talkdesk makes the process as easy as selecting actions from a dropdown list — no need to contact Professional Services to make changes. When it comes down to it, your company’s call center software is at its best when it’s connected to other business tools.

Call Center 40

Call Center Software Self Service Call Recording 40

CSM Magazine

SEPTEMBER 26, 2022

For Dynamic Calling solutions, Klenty has plenty to offer. From streamlining cold calls to reps and managing all of them.The best part is that it has State-of-the-Art call recording and capabilities with its “Action Replay” feature for clarity in resolving.

Sales 52

Sales Tools Call Center CRM 52

CSM Magazine

APRIL 10, 2020

If you have your own training system, you can post training materials, videos, texts, presentations, call records and images directly on the portal. One of the most important stages in the recruitment of new employees is their training and adaptation. Split the courses into sections for easy navigation.

System 52

System Management CRM Call Recording 52

CSM Magazine

FEBRUARY 12, 2020

Call Recordings. Give them access to information about customer interactions. Some tool examples include, Customer Relationship Management (CRM). Screen Share Software. Cloud File Sharing. Real-time analytics. Smartphones and other Communication Devices. The proper tools do not always have to be material items.

Customer Experience 52

Customer Experience How To Call Recording Poor Customer Service 52

ChurnZero

JANUARY 28, 2022

For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. On a more tactical level, make it a priority to maintain your learning resources such as knowledge bases, how-tos, FAQ’s, and hot tips. Because as they say, the only constant in life is change. Plan accordingly.

Software 52

Software How To Feedback Training 52

CSM Magazine

NOVEMBER 15, 2019

If you prefer calling your clients to email, a good practice would be to record these calls and review them later or use as references for future uses. The good thing about it is that there are tens of useful automatic call recorders on the market today including Twilio and RingCentral.

CRM 40

CRM Sales How To Effort Score 40

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Having a product knowledge base handy often helps. This is due to the underlying infrastructure, channel and process silos.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

AWS Machine Learning

NOVEMBER 27, 2023

In a contact center, agents spend precious time after each call manually summarizing notes, which can impact their productivity and increase call wait times. CFAQ simplifies bot development by eliminating the need to manually create intents, sample utterances, slots, and prompts to handle a wide range of frequently asked questions.

Self Service 112

Self Service Contact Center Analytics Effort Score 112

AWS Machine Learning

MARCH 20, 2025

With visual grounding, confidence scores, and seamless integration into knowledge bases, it powers Retrieval Augmented Generation (RAG)-driven document retrieval and completes the deployment of production-ready AI workflows in days, not months.

Data 108

Data Multi-Channel Effort Score e-support 108

Calabrio

MARCH 10, 2025

New developments in technologies like Generative Conversation Intelligence (GenCI) enable Large Language Models (LLMs) to sift through vast amounts of customer data from various channels, such as call recordings, emails, chats, and social media.

Retail 100

Retail Brands Contact Center Knowledge Base 100