Calabrio

APRIL 11, 2025

In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities. Consider that 93% of customers report being more willing to make repeat purchases from companies offering positive service experiences.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Calabrio

SEPTEMBER 26, 2024

All-in-One Solution: The Calabrio Advantage For businesses looking for a comprehensive solution, Calabrios enhanced call recording and quality management capabilities are an ideal choice. AI-Powered Insights: Integrated AI-driven reporting and analytics provide organizations with insights into their compliance recordings.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

Talkdesk

JUNE 7, 2017

It would be a great way to brush up on information about your prospects before a follow-up call. Call recordings are a core part of the Talkdesk offering. Here’s a list of ways that call recordings can help your sales team: No More Note-Taking. There’s a lot going on during a sales call.

Call Recording 40

Call Recording Sales CRM Training 40

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

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. Book DemoRead Report Calabrio is at the forefront of this shift, driving innovation in workforce engagement management.

Contact Center 130

Contact Center Analytics Call Recording Report 130

Calabrio

MARCH 22, 2025

Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt. Implement a reliable contact center call recording solution to record interactions and begin the process of turning every conversation into a source of actionable insights.

Contact Center 130

Contact Center Management Strategy Call Center 130

NICE inContact

JULY 19, 2018

Data about the interaction is also automatically exchanged between the contact center and CRM systems, for example inserting call recordings and email and chat transcripts into the CRM record for future reference and reporting.

Contact Center 120

Contact Center CRM Call Recording System 120

SurveySensum

DECEMBER 30, 2024

Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Calabrio

MARCH 5, 2025

Customers who have their issues resolved quickly and efficiently are significantly more likely to report high satisfaction levels, driving up overall CSAT scores. Utilize analytics tools for real-time dashboards and call recording for detailed interaction analysis.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Talkdesk

JANUARY 2, 2020

Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis and recommendations. Next best action and decision-making insight.

Report 66

Report Self Service Customer Service Contact Center 66

NICE inContact

JULY 27, 2016

Basic Call Recording functionality is also right there in the interface, so in many cases there’s no need to deploy a separate solution. Call dispositioning allows for richer historical reporting, by allowing the agent to select “outcome codes” from a list of configured dispositions.

Contact Center 123

Contact Center CRM Call Recording Report 123

InMoment XI

DECEMBER 13, 2024

Features to Look for in Contact Center Dashboards Omnichannel Communication Sentiment Analysis Real-Time Call Transcriptions Integrations with Software Systems Visualization & Reporting Managing your contact center experience can be overwhelming. Call transcription tools record calls in textual format for easier analysis.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

APRIL 5, 2016

3: Use Your CRM to Drive Your Dialer: Rather than using your dialer to manage call records, why not integrate it with your CRM for an up-to-date, closed loop system? With a cloud contact center solution, you can also take an omnichannel approach to customer communications, such as sending them helpful information via text. #3:

Contact Center 120

Contact Center CRM Call Recording Omni-Channel 120

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

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. Can we access extra analytics or reporting features?

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

CSM Magazine

MARCH 20, 2025

Enhancing Operational Efficiency Knowledge Management Systems (KMS) : KMS tools Ensure agents can access crucial information quickly, reducing call handling times. Advanced Enhancements Data Analytics and Reporting : Offers insights into agent performance, call resolution rates, and customer satisfaction to drive informed decisions.

Call Center 52

Call Center Tools Self Service Contact Center 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. Best Metric: CSAT. Stage 3: Purchase.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Totango

MAY 17, 2024

Inconsistent post-call follow-up : According to a recent Deloitte report, one-third (35%) of a CSM’s time is spent driving follow-ups and pulling materials post-customer meetings. Connect engagement to communications Record your calls! To get started, focus on easy and fast wins like call recording.

Innovation 101

Innovation Call Recording Conference Customer Success 101

AWS Machine Learning

JUNE 26, 2024

Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining. The following diagram illustrates the technical architecture.

Data 137

Data Knowledge Base Financial Groups 137

CX Accelerator

FEBRUARY 12, 2018

According to the report, only 14% are successful with their VoC. Also, there are reports that between 80-85% of information a business uses is in unstructured form. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. In 2017, VoC maturity is still an issue.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

CSM Magazine

JUNE 23, 2022

The results are superior analytics and reporting, precise coaching suggestions, and a meticulous understanding of the voice of the customer,” added Namie. ASAPP states that AutoTranscribe supports both live call streams and call recordings —plus redaction of personally identifiable information data (PII).

Call Recording 96

Call Recording Analytics Industry Training 96

UJET

JULY 7, 2020

Benefit: Remove silos, improve data collection and reporting. It is a tool that will collect data that can be segmented into useful reports. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention.

Engagement 106

Engagement Contact Center Call Recording Trends 106

CSM Magazine

JUNE 10, 2021

According to a 2020 Call Centre Helper report , 23.9% even reported that they’re considered to be “a nuisance”. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. A further 10.2%

Gamification 105

Gamification How To Call Recording Analytics 105

BlueOcean

JANUARY 23, 2024

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

NOVEMBER 6, 2019

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

InteractionMetrics

NOVEMBER 21, 2024

Tools like chat transcripts or call recordings offer additional insight. Monitor Conversations in Real Time Listening to live interactions or reviewing recordings helps measure if agents apply workshop teachings and follow service standards. Opt for more detailed measurements that focus on specific interactions.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

NICE inContact

NOVEMBER 26, 2018

Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights. Consolidated routing and reporting: ensuring you have agile and scalable cloud contact center software to manage multiple sites, including work from home agents, is critically important.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. According to Metrigy, almost 60 percent (59.7%) of all respondents report using WFO.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

SurveySensum

OCTOBER 29, 2024

These techniques help process and analyze thousands of customer feedback, interactions, emotions, etc in a matter of minutes, automating repetitive tasks and generating analytical reports. However, busy contact centers don’t always have the right resources to track all agent’s performance across all calls. Let’s find out!

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

UJET

JULY 7, 2020

Benefit: Remove silos, improve data collection and reporting. It is a tool that will collect data that can be segmented into useful reports. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention.

Engagement 96

Engagement Contact Center Call Recording Trends 96

NobelBiz

NOVEMBER 19, 2024

Automated Reporting and Analytics Automate report generation to gain actionable understandings into performance metrics, trends and customer behavior instead of manually compiling data.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

Talkdesk

MARCH 12, 2021

Its agent console—Callbar—is built intuitively wherein an agent can handle all their tasks, from taking call notes, choosing outbound caller ID and selecting call disposition codes, to easily access all the integrated systems and autosave files and records. Reporting and dashboards. Advanced reporting and dashboard.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Talkdesk

AUGUST 9, 2017

Today’s customers make important buying decision in split seconds and companies need to utilize real-time contact center reporting to keep up. Talkdesk Live comes with pre-built reports and also offers the functionality to build custom dashboards based on any company’s needs. Supervisors.

Contact Center 40

Contact Center Report Self Service Abandon Rate 40

Talkdesk

APRIL 8, 2020

The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

Contact Center 69

Contact Center Call Recording Call Center Report 69

Vonage

JANUARY 20, 2016

Some, like Five9, offer third party plug-in applications that redact credit card information from call recordings after the call. No cardholder details are stored and the call is not recorded while they are providing their information. Offers real-time reports and dashboards.

CRM 120

CRM Sales Gamification Call Center 120

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. Shared Inbox.

Software 96

Software Self Service Customer Service Multi-Channel 96

Upstream Works

MAY 18, 2021

Consider call recordings, for example. With cloud, supervisors can get a full picture of all customer call recordings. Cloud has the capacity to use AI-driven automation to review all calls in real-time, enabling IT to produce richer and more accurate reports.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78