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. This can involve monitoring conversations to measure customer intent, satisfaction, sentiment, and the effectiveness of customer service agents.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Calabrio

SEPTEMBER 26, 2024

Data-Driven Insights: Quality monitoring provides data that can be used to optimize workflows and drive strategic decision-making, making it easier to improve business outcomes in a measurable way. Whether its the contact center or the sales team, users benefit from a consistent and intuitive experience.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

InteractionMetrics

NOVEMBER 21, 2024

How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact. Workshops are just the start, and ongoing measurement ensures the strategies stick. Tools like chat transcripts or call recordings offer additional insight.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

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

NICE inContact

OCTOBER 17, 2019

Call recording? Driving measurable improvements to your contact center through digital channels is an exceptional measure in reshaping the way your contact center operates. What technologies exist today? Understand the capital requirements and where they are aligned in your contact center.

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

NobelBiz

JANUARY 28, 2025

Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Retently Businesses of all sizes No-code survey creation Easily collect feedback across channels Automated follow-up surveys Precise NPS measurement $50 per month 4.7

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

BlueOcean

DECEMBER 4, 2019

The fact is, your compliance is measured based on your entire credit card data environment, and that may include partners, vendors, and third-party companies you use to process credit card information. Neither is it stored in your or your outsourcer’s software system or in call recordings.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

NobelBiz

NOVEMBER 26, 2024

What call center functionalities are included in the base package? Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Corrective measures should be taken for any history of outages or breaches.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

BlueOcean

SEPTEMBER 17, 2020

Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more. Schedule your Technical Transition kick-off meeting.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Kustomer

APRIL 29, 2021

To learn more about recording customer calls and capitalizing the data, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Call Recordings Are the Secret to Better Customer Support | With Steve Richard” on Spreaker.

Call Recording 85

Call Recording Omni-Channel Data Customers 85

CustomerSuccessBox

FEBRUARY 20, 2022

Measure customer health scores to know how your customers are performing in real time. Before stepping into measuring one, it’s important to know why it is used. Pro tip: Three most effective ways to measure churn and increase retention rate. Secondly , measure the number of times those actions occurred.

Measurement 52

Measurement Tools Effort Score Software 52

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

NobelBiz

NOVEMBER 19, 2024

Improving First Call Resolution (FCR) has a direct impact on customer satisfaction. According to research by the Service Quality Measurement (SQM) Group, for every 1% improvement in FCR, there is a corresponding 1% increase in customer satisfaction.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

InMoment XI

DECEMBER 13, 2024

Recognizing patterns like these helps optimize performance, staffing, and call center strategies. Benefits of a Call Center Dashboard A call center dashboard streamlines the process of measuring agent performance and customer experiences. Call transcription tools record calls in textual format for easier analysis.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

NOVEMBER 21, 2017

Agent Self-Evaluation, in a nutshell, is allowing your agents themselves to not only measure their own performance (through surveys and reviews) but also the service that the organization provides as a whole. This allows you to measure, compare and contrast the agent’s perception of the case directly against the customer’s.

How To 0

How To Customer Service Training eBook Training 0

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. It helps us to understand our customers, make better decisions, and deliver the experience they expect. Other than bringing the maps to life, why incorporate data in your maps? Data helps or allows you to.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Totango

JULY 17, 2024

Once you have that foundation, you can determine the metrics or proxy metrics to measure and benchmark. This is especially useful for providing executives with an initial view of a customer’s status before hopping on a call with them. At the same time, you can build out new opportunities to drive that value.

Sales 100

Sales Metrics Customer Success Call Recording 100

NobelBiz

MARCH 23, 2022

ROI (Return on investment) measures the return on a future, past or current investment over a given period. How do you plan to measure the customer service process? If you want to use capabilities like call recording, you’ll need a lot of storage space. How to determine the ROI for a Contact Center Solution?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

AWS Machine Learning

MAY 7, 2024

The recording is transcribed to text using Amazon Transcribe and then processed using Amazon SageMaker Hugging Face containers to generate the meeting summary. If you prefer to generate post call recording summaries with Amazon Bedrock rather than Amazon SageMaker, checkout this Bedrock sample solution. AWS CDK version 2.0

Meeting 132

Meeting Resources Call Recording Training 132

Upstream Works

DECEMBER 11, 2018

But adding on channels in an ad hoc manner created a big challenge – namely how to manage multiple bolted-on systems and still provide a consistent and measurable experience? The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Stella Connect

MARCH 5, 2018

As part of this ongoing strategy, RevZilla took a hard look at how it could measure and improve performance across its front-line team. Call recordings or chat / email transcripts are then pulled and reviewed. Enter Stella Connect. Harnessing the Customer’s View of Service Performance.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

As part of this ongoing strategy, RevZilla took a hard look at how it could measure and improve performance across its front-line team. Call recordings or chat / email transcripts are then pulled and reviewed. Enter Stella Connect. Harnessing the Customer’s View of Service Performance.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

NobelBiz

NOVEMBER 27, 2023

.’ Uncover the secrets to optimizing call center efficiency, enhancing customer experiences, and making informed decisions for your business. For businesses that utilize call recording features, call logs provide a convenient way to access and link recorded calls for further analysis.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

ECXO

MARCH 24, 2024

This data helps in measuring the effectiveness of marketing campaigns and tailoring future communications. Customer Service Interactions: Data from customer service interactions, including chat logs, call recordings, and support tickets. This data can be used to provide location-based offers, services, or recommendations.

Customer Experience 156

Customer Experience Social Media Loyalty Analysis 156

NobelBiz

JANUARY 21, 2025

Voicemail Drop : When a call goes unanswered, this feature leaves a pre-recorded message automatically, saving agents time and keeping messages consistent. With increasing regulations, tools that track consent and automate compliance measures are critical. Connecting Call Centers to Success.

Call Center 52

Call Center CRM Contact Center Analytics 52

Pointillist

NOVEMBER 11, 2019

Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” The reason? Customer behaviors vary across different channels.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

NobelBiz

NOVEMBER 20, 2023

Our platform equips businesses with robust features for initiating and managing calls, incorporating predictive dialing, IVR, call recording, and real-time monitoring. Scalability Easily scale operations up or down based on call volume, without the need for additional infrastructure​​.

System 103

System Communication Contact Center Self Service 103

MiaRec

NOVEMBER 16, 2022

By measuring and maximizing the return on investment on your contact center in general and your Conversational Analytics solution specifically, you can ensure that your call center is as efficient and effective as possible, which can lead to increased sales, happier customers, and more efficient operations.

Call Center 98

Call Center ROI Return on Investment Contact Center 98

MiaRec

JULY 15, 2022

A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years. The first trend he mentioned is that we are no longer operating within our own silo.

Contact Center 98

Contact Center Trends Measurement Call Recording 98

ChurnZero

NOVEMBER 11, 2020

Gold, the defacto measurement of wealth in most societies. The call and these key moments are then synced directly into ChurnZero, where the data is combined with other key information from multiple platforms to identify risk within any given account. And these conversations are GOLD! The benchmark for safe investments.

How To 85

How To CRM Call Recording Analytics 85

Playvox

APRIL 21, 2023

Quality Management Analysts Quality assurance used to mean hours of listening to customer service reps’ call recordings and checking off boxes if they met all the requirements of a call. For chat, you want to measure performance in areas like writing skills, empathy, and First Contact Resolution.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

NobelBiz

JULY 23, 2024

Improved Agent Productivity Agent productivity is crucial for the efficiency of any call center, especially in the insurance industry. Omnichannel call center software enhances productivity by automating repetitive tasks, allowing agents to focus on complex customer issues. Related Article Call Recording Software for Contact Centers 8.

Call Center 52

Call Center Insurance Omni-Channel Software 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). By measuring CSAT frequently, you know whether your CSAT (and therefore FCR) is trending in the right direction or not.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52