InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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 Self Service Analysis 130

Calabrio

APRIL 11, 2025

Call Recording Disclosures: Ensuring agents properly inform customers when calls are being recorded, as legally required. Best for: Providing quick access to information during live calls (performance support), reinforcing training, ensuring consistency, facilitating self-service learning.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

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

InMoment XI

DECEMBER 13, 2024

For example, if customers frequently complain about long wait times, managers can quickly adjust staffing or implement self-service options. Call transcription tools record calls in textual format for easier analysis. These features are valuable for elevating call center operations and improving their ROI.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

NOVEMBER 20, 2023

Read more about the NobelBiz self-service IVR system here. This feature ensures that your calls appear with local caller IDs, increasing the likelihood of customer engagement and enhancing the overall effectiveness of your communication strategy.

System 103

System Communication Contact Center Self Service 103