CSM Magazine

MARCH 27, 2025

Steps to Identify Hidden Inefficiencies Review Historical Contact Data Analyze historical data such as call recordings, ticketing trends, and customer wait times to identify patterns. For example, spikes in call volume related to billing queries could indicate unclear invoicing processes. into a single interface.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

MiaRec

APRIL 7, 2022

Once upon a time, call recording was so expensive that the only companies that adopted call recording were the ones that had the money to invest and could not afford to not record calls due to possible lawsuits, compliance issues, and the like.

Call Recording 52

Call Recording Communication Technology Company 52

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

Contact Center 159

Contact Center Call Recording ROI Report 159

AWS Machine Learning

FEBRUARY 21, 2025

Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions. Providing effective multilingual customer support in global businesses presents significant operational challenges.

Connections 88

Connections Contact Center e-support Call Recording 88

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

Interactions

MARCH 14, 2025

As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. If you need to keep call recordings for a year, well do that. You choose exactly how we manage your data.

Financial 62

Financial Interaction Call Recording eBook 62

AWS Machine Learning

OCTOBER 16, 2024

With up to 20,000 calls per day, the manual auditing process was inefficient and struggled to keep up with increasing call traffic and rising customer service expectations. Quality control agents had to manually pick calls to audit, which was not a scalable solution.

Customer Service 81

Customer Service Contact Center Insurance Financial 81

CSM Magazine

MARCH 20, 2025

For instance, a sales-focused call center may require tools like predictive dialers, while a customer support hub might prioritize interactive voice response (IVR) systems. Decide on a Budget Your budget will determine the tools, staffing, and type of call center you can afford. Keep in mind: Technology and software costs.

Call Center 52

Call Center Tools Self Service Contact Center 52

Calabrio

SEPTEMBER 26, 2024

Cloud platforms quickly deploy these technologies, helping businesses stay ahead of regulations and improve performance. 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.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

InMoment XI

SEPTEMBER 3, 2024

A wealth of insights lies in the interactions between your organization and its customers; however, without specialized technology to analyze that data, those insights remain untapped. Conversational analytics is important because conversations are the central point of customer experience improvement. filler words, irrelevant data).

Analytics 195

Analytics Data Social Media Average Handle Time 195

Calabrio

MARCH 4, 2025

In fact, with new developments in technologies like generative AI (GenAI), conversation intelligence tools can now be trained on very large data sets, called Large Language Models (LLMs), which can be used to surface more accurate and trustworthy insights. Not all conversation intelligence tools analyze data the same way.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Customer Interactions

JULY 7, 2015

Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area.

Call Recording 28

Call Recording Technology Customers 28

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

Customer Interactions

MAY 30, 2016

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings.

Call Recording 28

Call Recording Technology Contact Center Groups 28

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

NICE inContact

APRIL 5, 2016

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way.

Contact Center 120

Contact Center CRM Call Recording Omni-Channel 120

Talkdesk

FEBRUARY 16, 2021

Even organizations that adopted substandard technology have experienced improved employee productivity, higher customer satisfaction (CSAT) scores and lower operating costs. These capabilities are increasingly important as organizations seek to make many of their WFH policies permanent.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

Talkdesk

NOVEMBER 25, 2020

To meet the demand, businesses will need to scale their technology and their people. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

BlueOcean

JANUARY 23, 2024

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. Plus, rent is only one piece of the puzzle – don’t overlook the cost of maintaining, heating, cooling, lighting, and furnishing the place. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

NOVEMBER 6, 2019

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. Plus, rent is only one piece of the puzzle – don’t overlook the cost of maintaining, heating, cooling, lighting, and furnishing the place. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

ViiBE Blog

MAY 13, 2021

In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center. Call center technology. Virtual Call Center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Calabrio

NOVEMBER 18, 2024

By integrating call recording and Voice of the Customer data, our analytics tools enable detailed performance analysis and provide actionable feedback for agents and bots alike. Advances in technology now allow us to analyze high volumes of conversations and combine data from different sources for deeper insights.

Contact Center 130

Contact Center Analytics Call Recording Report 130

NICE inContact

OCTOBER 17, 2019

What technologies exist today? Call recording? Understand the capital requirements and where they are aligned in your contact center. This is a must in understanding what you need to implement to drive improvements.

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

BlueOcean

DECEMBER 4, 2019

Blue Ocean partners with a certified PCI-compliant solutions provider that uses Dual Tone Multi Frequency (DTMF) technology to ensure all our agent-handled interactions are secure. Neither is it stored in your or your outsourcer’s software system or in call recordings. Let’s explore what that looks like. DTMF for the Win.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

NICE inContact

JULY 23, 2015

In order to be considered an intelligent operation your people and your technology need to seamlessly work together in real time decision making and when evaluating data. From smarter phones and cars to more automation and computers with the ability to make decisions, the demand for intelligence is all around us.

Contact Center 120

Contact Center Multi-Channel Social Media Call Recording 120

NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

Kustomer

APRIL 29, 2021

Email, once being in the hot seat, was thought to dwindle as a channel because of advances in modern technology. Interesting data resulting from the COVID-19 pandemic shows that phone calls between CX reps and customers have boomed within the last year due to heightened pandemic anxiety. This, however, simply isn’t true.

Call Recording 85

Call Recording Omni-Channel Data Customers 85

BirdEye

DECEMBER 26, 2023

You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. VoIP services for businesses include unlimited international calling, voicemail, call recording, caller ID, voicemail-to-text/email, etc. VoIP technology is quite simple. What is a VoIP number?

Call Recording 111

Call Recording Video System Communication 111

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. 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 Tools 101

NICE inContact

NOVEMBER 26, 2018

Cost reduction : outsourced contact centers to BPOs are able to spread fixed costs like facilities, technology and training across multiple clients. Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights. PROs of Outsourcing your Contact center.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Engagement 106

Engagement Contact Center Call Recording Trends 106

Upstream Works

MAY 18, 2021

As organizations increase adoption of next-gen technologies, it’s important to keep many factors in mind. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Consider call recordings, for example.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78

InMoment XI

DECEMBER 13, 2024

Call transcription tools record calls in textual format for easier analysis. Instead of listening to a call recording all over again, you can save valuable time by skimming through a handy transcript. This pre-processing step enables it to generate a complete and accurate call transcript.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NobelBiz

NOVEMBER 19, 2024

The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. The secret weapon? Automation. Learn more: Real-Time Monitoring Solutions.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

CSM Magazine

JUNE 10, 2021

On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem.

Gamification 105

Gamification How To Call Recording Analytics 105

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021.

Technology 52

Technology Telecommunications Call Recording Analytics 52

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Engagement 96

Engagement Contact Center Call Recording Trends 96