NICE inContact

OCTOBER 27, 2020

There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.

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NICE inContact

MARCH 19, 2020

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

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Kustomer

APRIL 29, 2021

To learn more about recording customer calls and capitalizing the data, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Call Recordings Are the Secret to Better Customer Support | With Steve Richard” on Spreaker.

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CSM Magazine

JUNE 10, 2021

These findings suggest that many companies are overlooking the value of the contact centre and the goldmine of insights it contains. Such insights, if shared with other departments, can reduce contact volumes, lower customer effort and improve the internal reputation of the contact centre. A further 10.2%

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CSM Magazine

MAY 31, 2023

One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience. What is Call Center Recording?

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Call Experts

APRIL 8, 2024

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

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CX Accelerator

FEBRUARY 12, 2018

They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. Why Is VoC Important?

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Talkdesk

MAY 12, 2020

If a customer presents you with a problem, you may need to hold or transfer the call to get the proper information. Use Callbar to quickly call a colleague or your manager to explain the customer’s issue and use their insights and past experiences to come up with a resolution to your customer’s problem.

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CSM Magazine

FEBRUARY 2, 2021

For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. The QM Connector for Salesforce reduces the need for custom integration, and, since recordings are played back within Calabrio ONE, security and compliance of all records and recordings is maintained.

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Call Experts

SEPTEMBER 15, 2023

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

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Talkdesk

JANUARY 2, 2020

This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis and recommendations. Knowledge and Insight: intelligent knowledge-everywhere access. Next best action and decision-making insight. Talkdesk has an overall peer rating of 4.6 (out

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NICE inContact

FEBRUARY 13, 2019

Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback.

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SmartKarrot

APRIL 20, 2023

But in reality, it is about using advanced AI to analyze vast amounts of data from your inbound and outbound calls. In this blog post, we’ll explore how advanced call AI can revolutionize your business and unlock insights that you never thought possible by analyzing vast amounts of data from your inbound and outbound calls.

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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. Legal and compliance reasons. Agent coaching and development.

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CSM Magazine

JUNE 24, 2021

With access to millions of customer calls, texts, emails, Tweets and Chats, the contact centre has a pivotal role to play in turning raw customer data into valuable business insights to help build connectedness across the whole organisation. Aspire to connectedness for a winning CX strategy.

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CSM Magazine

APRIL 25, 2023

With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job. Also, it allows management to show appreciation for an employee’s efforts and highlight how they bring tangible value to the business.

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NICE inContact

APRIL 18, 2019

If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

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Magellan Solutions

OCTOBER 4, 2023

You may gather feedback after the call through surveys like Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Customer satisfaction insights can also be gathered through customer reviews or testimonials. First Call Resolution This metric shows how efficient and effective your phone answering service is.

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CSM Magazine

FEBRUARY 23, 2021

This is an exciting and dynamic time for Calabrio as we continue to deliver the value of our all-in-one cloud contact centre suite, including call recording, quality management (QM), WFM, speech analytics and business intelligence suitable for organisations of all shapes and sizes.”. About Calabrio.

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CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Make data insights actionable to drive tangible business value. Dedicate the necessary budget to ensure you have appropriately trained resources to help better understand what all that data really means.

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CSM Magazine

MAY 5, 2022

When combined with modern call recording, quality management and performance coaching, today’s analytics-driven solutions offer a complete, end-to-end personal development toolkit. Agent self-scheduling is just one way to engage and motivate employees.

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Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

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CSM Magazine

MAY 24, 2021

Whether you use a cutting-edge call tracking system, with speech analytics that can pick up keywords, or a more basic call-recording and playback system, you should be considering how to use incoming calls to know who your customers are, and what’s on their minds. Leverage your CRM system.

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8x8

SEPTEMBER 14, 2017

Unfortunately, Town Fair Tire’s legacy communications and contact center systems could not provide the valuable insights the company needed to take customer engagement to the next level.

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Talkdesk

MAY 3, 2017

They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. They’re able to understand context and sentiment within calls and make recommendations and predictions so companies can better run their business.

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UJET

DECEMBER 17, 2020

For buy-online, pick-up in-store orders, the virtual agent can supply human staff with crucial customer insights for more natural customer handoffs from virtual to human agents. NLP software can also identify agents who may need more training and help managers gain better insights into where skills can be advanced.

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UJET

DECEMBER 17, 2020

For buy-online, pick-up in-store orders, the virtual agent can supply human staff with crucial customer insights for more natural customer handoffs from virtual to human agents. NLP software can also identify agents who may need more training and help managers gain better insights into where skills can be advanced.

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Ann Michaels and Associates

JUNE 15, 2020

Perform a deep analysis of your call records. Consider how many calls are subsequently transferred into other departments. The goal is to get as high a Net Promoter Score as possible as an indicator of customer perception of a company’s service and support. So How Do You Boost Your Net Promoter Score?

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ChurnZero

NOVEMBER 11, 2020

With Chorus, your CS can put down the pens, focus on the customer, ask the right questions, and get the insights they need to succeed. These calls are then analyzed by the Chorus AI to identify key moments at topics from the call. Chorus and ChurnZero have teamed up to deliver this gold mining operation to their customers.

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Playvox

OCTOBER 27, 2021

Consider role-playing and, once your agents have some successes under their belt, play call recordings or view transcripts of successful examples of cross-sells and upsells. What reporting changes are needed to provide timely program insights? Update your quality monitoring. How will agents know how they’re performing?

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NICE inContact

NOVEMBER 26, 2018

Missed opportunities from customer insights : customer insights from the contact center can be a goldmine to improve your products and services, identify root causes of dissatisfaction, or even spot new business opportunities. Considerations for Managing Outsourced Contact centers.

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Strativity

MARCH 30, 2020

This includes network connectivity, agent desktop, Workforce Management tools, call recording, CRM, and more. For example, establish a process for capturing voice of customer insights through your employees. Use those insights to deliver amazing experiences during future interactions.

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InteractionMetrics

JUNE 24, 2015

So companies have a lot more call data than customer feedback data—and these calls are the raw, unfiltered reality of customer experience. However, unlike customer feedback responses, calls are complex—they involve myriad customer personas, situations, and subconscious cues. So what do you do with all this data?

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NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It is critical that contact centers become intimately familiar with these regulations and select the right recording software to maintain compliance. Call Analytics. Dispute Resolution.

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Inbenta

MAY 7, 2021

The best call centre software has stacks of innovative features to keep both customers and agents happy, such as: IVR (interactive voice response) Call recording Performance evaluation Speech analytics Technical support. Social media offers lots of possibilities for customer interaction and insight.

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NICE inContact

OCTOBER 17, 2019

Call recording? When it comes to making contact center investments that will deliver significant return on investment for public sector agencies looking to improve the citizen experience – there are three categories that agency leaders should focus on: Understand the current state of your contact center?

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Talkdesk

MAY 31, 2017

Talkdesk call statuses are also now integrated with Omni-Channel Supervisor, allowing managers to view timelines of agent statuses and durations from within Salesforce. This real-time look at agent activity provides insights into how teams are spending their time and can reveal opportunities for workforce optimization.

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