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

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics?

Analytics 138

Analytics Management Call Recording Contact Center 138

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? Will analytics really help your quality management program? Want to know what analytics looks like in a quality management process? The post Curious How Analytics Can Impact Your Quality Management?

Analytics 162

Analytics Management Contact Center Call Recording 162

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. Share this page on: Tweet.

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

InMoment XI

OCTOBER 31, 2024

In fact, call center managers believe that improving agent satisfaction can boost customer satisfaction scores by 62%! You can improve AES by leveraging call center management software like InMoment. Call Availability Time management is a crucial skill for call center agents.

Call Center 195

Call Center Metrics Self Service Effort Score 195

MiaRec

FEBRUARY 27, 2023

Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?

Call Recording 98

Call Recording Contact Center Software Analytics Contact Center 98

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

InMoment XI

MARCH 14, 2025

Reducing Operational Costs Higher customer satisfaction and better agent productivity both lead to fewer and shorter calls: Happy customers dont call in with problems as frequently and productive agents can process more calls per shiftso you trim operational costs without lifting a finger!

Call Center 195

Call Center Metrics Tools First Call Resolution 195

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. Transform the way you analyze conversations with automated quality management. If theyre still cutting, that is.)

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

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

FEBRUARY 28, 2025

It can be done through various means, including phone calls, voice messages, or any other audio recording methodbut its typically all handled by a contact center call recording solution thats offered as a standalone tool, or as part of a CCaaS or workforce engagement management software platform.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

MiaRec

APRIL 25, 2023

As a Five9 customer, you may want Voice Analytics and Automated Quality Management (AQM) capabilities without changing your call recording platform. Integrating with MiaRec lets you use Voice Analytics to make the most of your Five9 call recording data. Luckily, MiaRec integrates with Five9’s VoiceStream platform.

Call Recording 52

Call Recording Analytics Contact Center Workflow Contact Center 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.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. But moving those functions to cloud is really just the beginning of the advantages gained in a cloud environment.

Contact Center 159

Contact Center Call Recording ROI Report 159

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. Dedicated Desktop and Customer Journey Management. Analytics and Data Management. AI, Bots & RPA.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Calabrio

MARCH 5, 2025

To accomplish this, organizations need customer experience management tools that capture all aspects of the customer journey and the actions taken to address the issue at each step of the process. Why is First Call Resolution Important? Analyze feedback from surveys and social media to identify recurring problems.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

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

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 105

Video Sales Analytics Examples 105

Interactions

MARCH 14, 2025

You choose exactly how we manage your data. If you need to keep call recordings for a year, well do that. First, we train our models on your past call recordings so that the training reflects how your customers actually speak. Here are 7 ways we can help make you make the case for an Interactions IVA.

Financial 62

Financial Interaction Call Recording eBook 62

NICE inContact

APRIL 9, 2019

Call recordings contain valuable insight on customer feelings, preferences and more! Monitoring calls is a powerful way for contact centers to understand the experience their callers receive and where it can be improved. Contact centers employ processes and tools to manage their Quality Monitoring.

Contact Center 139

Contact Center Call Recording Policies Software 139

MiaRec

DECEMBER 29, 2023

Are you trying to understand the general cost of Conversation Intelligence and Automated Quality Management solutions for your contact center? Are you frustrated that you cannot find reliable pricing information anywhere?

Management 105

Management Contact Center Call Recording Analytics 105

AWS Machine Learning

OCTOBER 16, 2024

Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. Amazon Transcribe is a fully managed automatic speech recognition (ASR) service that helps developers add speech-to-text capabilities to applications.

Customer Service 78

Customer Service Contact Center Insurance Financial 78

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

AWS Machine Learning

APRIL 30, 2024

Supervisors also spend a considerable amount of time listening to call recordings or reading transcripts to understand the gist of a customer conversation when investigating customer issues or evaluating an agent’s performance. This can make it challenging to scale quality management within the contact center.

Analytics 113

Analytics Customer Service Call Recording Contact Center 113

CSM Magazine

MARCH 20, 2025

Computer Telephony Integration (CTI) : Integrates phone systems with your computers, allowing agents to manage calls more effectively. Automatic Call Distribution (ACD) : Distributes incoming calls to the most suitable agent or department. How to use call center tools and software.

Call Center 52

Call Center Tools Self Service Contact Center 52

AWS Machine Learning

FEBRUARY 21, 2025

Quality assurance In cases when call recording is enabled, only the customers original voice and the agents synthesized speech are recorded, because the translation and the synthetization are done on the agent (client) side. The translated and synthesized speech doesnt carry over that information.

Connections 85

Connections Contact Center e-support Call Recording 85

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

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. You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

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

Calabrio

MARCH 4, 2025

How Conversation Intelligence Works The core of conversation intelligences functionality is taking call recordings and running this data through speech-to-text AI models, then analyzing text-based data from emails, chats, surveys, social feeds, and more to make sense of the context of the conversations.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

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

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

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

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. However, many providers deliver disconnected WEM tools that require additional resources to manage.

Contact Center 130

Contact Center Analytics Call Recording Report 130

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. 5 key trends that are impacting call recording in 2020.

Call Recording 113

Call Recording Trends Meeting Innovation 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