NICE inContact

OCTOBER 17, 2019

Call recording? Taking time to go through this audit of your existing environment will also almost certainly uncover areas where there is little or no ROI. . 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

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

Calabrio

MARCH 22, 2025

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. Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

MARCH 23, 2022

And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. What is the expected ROI? The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

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

CX Journey

JULY 7, 2015

In order for it to be actionable, you'll want to include various artifacts , e.g., pictures, invoices, packing slips, receipts, emails, call recordings, etc., And determine among those what is most doable, i.e., assess ROI of pain points and of modifications. as well as touchpoint data, customer data, and customer feedback.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

Talkdesk

DECEMBER 7, 2017

When it comes to evaluating a new sales tool, there’s a simple way to determine a solution’s ROI: find out how much money it brings in. At Talkdesk , we project revenue totals based on four data points: number of agents, number of calls each agent makes in a day, conversion rate and average deal size. It’s as easy as that.

Sales 4

Sales ROI Contact Center Call Recording 4

OpinionLab

JANUARY 14, 2019

These predictive capabilities informed the client what elements of the experience to improve to achieve the highest ROI. Foresee was able to use its methodology to calculate overall CSAT, primary CSAT drivers, and likely future behaviors.

Analytics 60

Analytics Measurement Call Recording Feedback 60

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). 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

CSM Magazine

AUGUST 31, 2018

In a world full of resources for measuring success (analytics, channels, and tracking tools) many agencies struggle with determining whether they’re monitoring the most appropriate key performance indicators (KPIs) to calculate their clients’ return on investment (ROI). Thankfully, the answer can be found in the form of call tracking.

Metrics 40

Metrics Customer Journeys ROI Advertising 40

Natalie Petouhof

SEPTEMBER 26, 2016

In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. CUSTOMER ROI CASE STUDY: VIVINT SOLAR . The ROI: Costs were reduced by several hundred thousand dollars, year over year.

System 40

System Communication Tools ROI 40

Survicate

NOVEMBER 27, 2018

Operating in an intricate B2B environment requires that, as a marketing leader, you focus primarily on proving marketing ROI. As a result, using online surveys, Logojoy generated 2400% ROI with the engagement of over 25,000 respondents. I’m sure you’ll agree that generating leads is no longer the main challenge marketing teams face.

Feedback 55

Feedback Marketing Chatbots Survey 55

Thematic

JANUARY 27, 2019

How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback. Unstructured data is data that isn’t stored in a fixed record length format. How to measure the ROI of initiatives based on insights from unstructured data. The overall result?

Data 59

Data Customer Service How To Contact Center 59

NobelBiz

SEPTEMBER 24, 2024

A good onboarding means faster ROI and a more positive user experience. The average call center handles approximately 4,400 calls per month, with about 48 missed calls. Key Features of CloudTalk: Advanced Call Center Tools : Includes features like call recording, call queuing, and IVR for better call management.

Contact Center 52

Contact Center Call Center Omni-Channel CRM 52

GlowTouch

DECEMBER 10, 2020

Which leads directly to the next consideration: Predictive analytics and machine learning: every interaction between a customer and a service agent contains numerous data points, whether this involves chat transcripts, phone call recordings, the questions or issues that are raised, and so forth. About GlowTouch.

Trends 52

Trends Customer Service Self Service 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. Evaluate Resources Budget: Balance setup and maintenance costs with potential ROI.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. To find out how Stella Connect can transform your front-line team performance through real-time customer feedback and deliver positive ROI, get in touch today. Patrick Roscoe, Director of Customer Experience, RevZilla.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. To find out how Stella Connect can transform your front-line team performance and deliver positive ROI, get in touch today: contact@stellaservice.com / 212.366.1483. Patrick Roscoe, Director of Customer Experience, RevZilla.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

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. Why is First Call Resolution So Important?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Gainsight

DECEMBER 15, 2023

Check out new ebook, How to Speak CFO: Real-World Tips for Communicating the ROI of CS the Budget Hawks of Your Business To dig deeper into this topic, Remco de Vries, VP, Global Demand Generation, Gainsight, recently sat down with Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures.

Tips 52

Tips Leadership Sales Call Recording 52

Thematic

JULY 15, 2024

Data Import Data import is the step where the conversational analytics tool collects the raw data from all sources, call recordings, chat transcripts, social media etc. These insights help you to tailor your marketing and sales messages to match customer needs and increase conversion rates and marketing ROI.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

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). 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

Magellan Solutions

JULY 15, 2021

The client was able to generate significant appointments leading to a superior return of investments (ROI) in sales. Over the course of the marketing campaign, the call center company made more than 200 appointments to B2B customers. They helped the organization listen to call recordings.

Call Center 40

Call Center B2B Sales Retail 40

Grade.us

MAY 28, 2019

PhoneWagon claims to be the #1 Top Rated Call Tracking Software. PhoneWagon provides agencies with a comprehensive list of features including local/international numbers, call recording, whisper messages, automated text replies and more. Ecamm offers a LiveStreaming and Skype call recorder for the Mac.

Tools 37

Tools Marketing Social Media Advertising 37

CSM Magazine

JUNE 3, 2021

A phased, cloud-based approach is often cheaper and smarter, making it easier to add new services that did not existed before and generate faster ROI. Maintain a flexible approach that grows with you and your customers with that final leap into the Cloud, if you haven’t already done so.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52