Calabrio

FEBRUARY 28, 2025

But what exactly makes it so crucial to voice analytics tools? Plus, AI has driven an increase in the capacity of contact center tools. Modern systems handle both high-quality digital recordings and lower-quality audio inputs. With AI, you can analyze vast amounts of voice data in real time.

Contact Center 130

Contact Center Analytics Self Service Analysis 130

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information. into a single interface.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

Calabrio

MARCH 22, 2025

Not only do they put strategies into action and contribute directly to customer satisfaction, but they provide valuable feedback and insights into the effectiveness and efficiency of contact center processes and tools. Leverage advanced forecasting and scheduling tools Meeting customer demand with optimal efficiency is both art and science.

Contact Center 130

Contact Center Management Strategy Call Center 130

NobelBiz

APRIL 20, 2020

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it. What is the process of call recording?

Call Recording 52

Call Recording Contact Center Software CRM 52

Calabrio

MARCH 5, 2025

To accomplish this, organizations need customer experience management tools that capture all aspects of the customer journey and the actions taken to address the issue at each step of the process. Why is First Call Resolution Important? Empowering agents with the necessary tools and autonomy is essential for improving FCR.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

NICE inContact

JANUARY 30, 2019

Incorporating CXone’s call recording capability with its own systems has enabled MSI to not only record calls but also to append recordings to customer records and to mask sensitive policyholder financial information within calls—all critical compliance tools for the company.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

CSM Magazine

APRIL 9, 2024

Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software. Call Tracking Software – The Eyes and Ears of Remote Support Call tracking software serves as the eyes and ears of customer service.

Tools 64

Tools Call Recording e-support Software 64

Calabrio

MARCH 4, 2025

Relying on artificial intelligence, machine learning, and natural language processing (NLP), conversation intelligence tools typically perform three broad functions: First, they capture information from spoken and written conversations, even when they’re messy and unorganized.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Talkdesk

DECEMBER 4, 2015

Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. What is call recording?

Call Recording 40

Call Recording Call Center Government Guidelines 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. This ultimately leads to reduced call durations, increased agent productivity, and lower operational costs. How Does Conversational Analytics Work?

Analytics 195

Analytics Data Social Media Average Handle Time 195

AWS Machine Learning

OCTOBER 29, 2024

Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. It also supports audio files so you have flexibility around the type of call recordings you use.

Video 108

Video Sales Analytics Examples 108

NICE inContact

FEBRUARY 13, 2019

Tools like NICE inContact CXone Quality Management (QM) Analytics Pro allow you to leverage both out of the box and custom criteria to find specific interactions with a desired customer or agent sentiment, where certain words or phrases were used, and much more. This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

GetFeedback

JANUARY 19, 2020

They can range just a single yes/no question to elaborate market research tools. 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. Surveys are highly versatile. Best Metric: CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Survey 182

Survey Social Media Contact Center Call Recording 182

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

NICE inContact

APRIL 9, 2019

Call recordings contain valuable insight on customer feelings, preferences and more! Monitoring calls is a powerful way for contact centers to understand the experience their callers receive and where it can be improved. Contact centers employ processes and tools to manage their Quality Monitoring.

Contact Center 139

Contact Center Call Recording Policies Software 139

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

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. Please rate the quality of the interaction overall.”

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Calabrio

NOVEMBER 18, 2024

Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge.

Contact Center 130

Contact Center Analytics Call Recording Report 130

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

This is the reason we created our CX Success Statement tool for CX leaders. Storytelling is a powerful tool for CX leaders. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. Use storytelling techniques to make the business case more engaging and memorable.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. These features streamline operations and deliver superior customer experiences.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

NICE inContact

JULY 27, 2016

Arguably the single most helpful tool that allows your agents to provide better, more personalized customer service is an integration with the very source of “insightful counsel” ; nowadays (and in this context), generally known as a CRM solution, such as Oracle Service Cloud. That being so, what can you do to improve customer service?

Contact Center 123

Contact Center CRM Call Recording Report 123

SurveySensum

DECEMBER 30, 2024

SurveySparrow Businesses of all sizes User-friendly and intuitive platform Chat-like surveys for engaging, conversational responses 1500+ integrations with third-party tools Custom CSS for personalized survey designs Starts at $19/month 4.4 Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Totango

MAY 17, 2024

By prioritizing data privacy, security, and ethical practices, businesses can safely leverage AI tools to optimize processes, automate tasks, and uncover new opportunities for improving effectiveness and efficiency. As a result, CSMs spend a staggering 35% of their time compiling details on customer accounts using various tools.

Innovation 101

Innovation Call Recording Conference Customer Success 101

BlueOcean

JANUARY 23, 2024

That includes the tools and resources required for each of these roles to properly function, like training programs, project management tools, licenses, talent acquisition platforms/subscriptions, agent workstation and equipment costs, the IT support for your frontline, and much more. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

NOVEMBER 6, 2019

That includes the tools and resources required for each of these roles to properly function, like training programs, project management tools, licenses, job advertisement platforms, and much more. Each of those elements adds up quickly in terms of cost. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

Talkdesk

MAY 12, 2020

Now that you’ve successfully become a work-from-home (WFH) agent, it’s important to develop a deeper understanding of the tools you’ll be using in your day-to-day. Talkdesk Callbar® may be the tool you rely on most. You’ll be constantly moving between being on calls with customers, updating customer contact information and more.

Call Recording 86

Call Recording Contact Center Conference CRM 86

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. You can’t cut corners – good training produces confident, capable agents.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

NobelBiz

NOVEMBER 19, 2024

“Automation isn’t just a tool—it’s a strategy for achieving operational excellence in contact centers. Self-service tools empower them to resolve simple issues like resetting passwords or checking balances without waiting for an agent. Self-Service Options Modern customers value convenience.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

CSM Magazine

MAY 31, 2023

One innovative tool businesses are increasingly employing is call center recording. What is Call Center Recording? Call center recording is a state-of-the-art technology used to record and archive customer conversations during inbound and outbound calls.

Call Center 52

Call Center Tools Call Recording Customer Service Representative 52

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. Handle large call volumes with minimum downtime.

Call Recording 111

Call Recording Video System Communication 111

SurveySparrow

JUNE 25, 2024

“But which tool should I choose? 10 Best Conversation Intelligence Software Take a sneak peek… Tool Name Best Feature Free Trial SurveySparrow Conversational surveys with 40% higher response rates Yes, 14-day free trial Gong.io By using advanced analytics tools such as Sentiment Analysis and AI-powered Text Analytics.

Software 52

Software Tools Analysis Analytics 52

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Many WFM and QM tools are sold separately and have to be integrated into existing platforms. The segmentation of tools leads to silos. That bundle may just be a repackage of existing individual tools. Unified Platform.

Engagement 106

Engagement Contact Center Call Recording Trends 106

CSM Magazine

SEPTEMBER 26, 2022

Key features and benefits: No code DIY tool to create sales scripts. You are not required to install any software, tool or hardware for your purposes. For Dynamic Calling solutions, Klenty has plenty to offer. Integrated with CRM to auto traverse customer information for personalized engagements.

Sales 52

Sales Tools Call Center CRM 52

SurveySparrow

JUNE 7, 2024

To help you out, we have shortlisted seven tools that can drastically improve the quality of your sales conversations and customer interactions. Integrations : Integrate with your existing helpdesk, CRM, or other business intelligence tools. Speech-to-Text analysis (WIP) : Instantly analyze voice recordings and extract insights.

Analytics 52

Analytics Software Tools Analysis 52