Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?

Call Center 74

Call Center Metrics Multi-Channel Banking 74

Cyara

JULY 21, 2021

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. A single interaction. That’s it.

Contact Center 67

Contact Center Customer Journey Consumers Interaction 67

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Call Recording 50

CSM Magazine

DECEMBER 12, 2019

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center. Data breaches continue to challenge and cost businesses.

Contact Center 52

Contact Center 2018 2004 2008 52

Clarabridge

AUGUST 15, 2017

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. Minimize or eliminate manual call disposition and avoid the expensive post-call work.

Contact Center 45

Contact Center Multi-Channel Call Center Call Recording 45

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

BirdEye

DECEMBER 26, 2023

Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. Studies suggest that 30% of business phone calls go unanswered. You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls.

Call Recording 109

Call Recording Communication Connections Multi-Channel 109

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Call Recordings. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56

Talkdesk

MAY 12, 2020

It’s where you’ll do everything from making and receiving customer calls, adding post-call notes, setting your availability and more. Thankfully, Callbar is incredibly easy to use, even if you’re brand new to call center software. Set your availability A contact center agent’s day is dynamic.

Call Recording 86

Call Recording Contact Center Call Center Information 86

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. Want to know more? Visit Boingo Multifamily customer page.

Contact Center 69

Contact Center 2014 Call Recording Call Center 69

Talkdesk

MARCH 4, 2021

One efficient way to take action is to repurpose on-site resources, such as bankers, by leveraging contact center functionality and mobilizing them around a client. Provide a smartphone and mobile-ready contact center software. To achieve this, it’s best to acquire contact center software that is mobile-ready.

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

NICE inContact

JULY 23, 2015

What is an Intelligent Contact Center? In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. Some recent additions to the arsenal include: Cross Platform Communication.

Contact Center 48

Contact Center Multi-Channel Social Media Call Recording 48

Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. –supporting our long-term focus on regulatory compliance and business security.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

Kustomer

AUGUST 8, 2022

If companies gathered the data with an understanding of how to use it, they will be able to make a continuous improvement around the actual engagement, the interaction that’s happening with the customer. With that in mind, Richards also shares the important notes that must be hit to make the interaction effective. Read More Hide.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Talkdesk

AUGUST 10, 2017

For customers and prospects in your contact center, agents are the voice of your company. Talkdesk’s goal is to equip those agents with the right tools to make those interactions as beneficial as possible. This all starts before a call is even made or received.

Contact Center 40

Contact Center Call Recording Metrics Feedback 40

Talkdesk

APRIL 21, 2020

As a contact center agent, you can be the first and only contact point for customers seeking help, which is why maintaining a high level of etiquette is imperative. These simple tips will go a long way in interacting with the caller in a positive and professional manner. This will instill confidence.

Customer Experience 58

Customer Experience Contact Center Call Recording Call Center 58

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 55

Contact Center Call Recording Interaction Insights 55

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. Below is a list of AppConnect launch partners; all of these apps are available for a free trial, so if you see something you like, add it to your contact center and starting measuring the impact today.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

Management 55

Management Call Recording Contact Center Interaction 55

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. .

Contact Center 60

Contact Center E-support Call Center Omnichannel 60

Talkdesk

OCTOBER 29, 2020

Customers now expect a differentiated, consistent, personalized and fast CX that is always accessible — whether they’re interacting with a customer service representative, a sales associate, a service technician or any other employee at your company. Moreover, they want problems solved in a single interaction.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

Magellan Solutions

DECEMBER 10, 2019

Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . In fact, based on a survey commissioned by RightNow and conducted by Harris Interactive , 73% of consumers trust a brand that has friendly customer service representatives.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

NICE inContact

APRIL 18, 2019

At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. You can more effectively pinpoint and evaluate interactions now than ever before. Will analytics really help your quality management program?

Management 64

Management Contact Center Call Recording Webinar 64

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. Here are five different ways contact center managers can make sure they’re getting the most out of their agent coaching sessions.

Call Center 87

Call Center Contact Center Call Recording Feedback 87

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources.

Contact Center 54

Contact Center Call Center Interaction Insights 54

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Kustomer

JANUARY 14, 2021

Understanding every aspect of each customer interaction can help companies better serve their audience by better adapting to their wants and needs. Educating the customer, using focus groups, user testing, etc, can all help to lessen the amount of upset customer interactions, further benefiting the brand name. Five, six years ago.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

Talkdesk

SEPTEMBER 27, 2017

The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. Likewise, in a world of unpredictable connectivity, it’s common for customers to suddenly lose service and need to call back into your contact center.

Call Recording 40

Call Recording Contact Center Call Center 2016 40

NICE inContact

NOVEMBER 14, 2019

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

Contact Center 9

Contact Center Call Recording Call Center Interaction 9

NICE inContact

JULY 27, 2016

It’s a general finding in the contact center industry: customers are growing more exigent. Agents can handle inbound and outbound voice calls, voicemails, callbacks, chat interactions and work items in the same interface (read: no more ALT+TAB between different application windows).

Contact Center 49

Contact Center Call Recording Insights Blog 49

Kustomer

JULY 16, 2020

If companies gathered the data with an understanding of how to use it, they will be able to make a continuous improvement around the actual engagement, the interaction that’s happening with the customer. I’m used to the salespeople and its kind of a little bit of a different world here going into call centers with CX.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. per call, for a total of 1.25

Metrics 40

Metrics Customer Service Contact Center NPS 40

OpinionLab

JANUARY 14, 2019

Data collection needs to be based on a random sampling of customers who provide information after an interaction is complete. It has to be based on scientific evidence so you understand what happened, and what is likely to happen in the future. The additional annual revenue and cost savings from this project were estimated to be $19 Million.

Measurement 60

Measurement Call Recording Feedback Contact Center 60

LiveChat

OCTOBER 24, 2016

Zappos has built a customer-first culture that encourages call agents to stay on the line as long as they think necessary , and this has resulted in some of the longest customer service calls in history. #2: Customer service doesn’t end at front desk or call center. 2: Streamline processes. 5: Boost employee empathy.

Loyalty 53

Loyalty Omnichannel Customer Retention Poor Customer Service 53