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

Talkdesk

AUGUST 10, 2017

For customers and prospects in your contact center, agents are the voice of your company. This all starts before a call is even made or received. This helps give the agent the right context so they can get the call started off on the right foot.

Contact Center 40

Contact Center Call Recording Metrics Feedback 40

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 98

Call Recording Customers Sales Contact Center 98

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. What technologies exist today? Call recording? appeared first on NICE inContact Blog.

Contact Center 48

Contact Center Return on Investment E-support Government 48

Kustomer

AUGUST 8, 2022

Steve Richards: (00:40) I’m used to the salespeople and its kind of a little bit of a different world here going into call centers with CX. And when a QA function really just has a big pile of call recordings or nothing else, or maybe they have some speech analytics and nothing else, they do what they can do.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

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.

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

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

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

Contact Center 72

Contact Center 2022 Call Center Metrics 72

Kustomer

JULY 16, 2020

I’m used to the salespeople and its kind of a little bit of a different world here going into call centers with CX. And when a QA function really just has a big pile of call recordings or nothing else, or maybe they have some speech analytics and nothing else, they do what they can do. Steve Richards: (00:40).

Customer Service 52

Customer Service Call Center Contact Center Sales 52

Talkdesk

AUGUST 24, 2017

For telephony providers like Talkdesk, the digitization of phone calls has proven to be a complicated process in regards to PCI compliance. In many cases, PCI compliance requires the security of every tool that is built using similar technology. There’s a lot more to the PCI conversation than can be presented in this post.

Contact Center 41

Contact Center Call Recording Information Consulting 41

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

Cyara

APRIL 30, 2020

In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. Concerns also include home-based agents’ technological environments.

Contact Center 119

Contact Center Technology Call Recording Call Center 119

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 109

Call Recording Communication Connections Multi-Channel 109

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

RapportBoost

OCTOBER 16, 2018

We’ve been looking at this category as part of the Interaction Analytics because conversations between people that made calls in their contact centers have become multi-channel and unstructured. We decided to apply analytic technology 10 years ago. What are the potential benefits for a contact center to do so?

Multi-Channel 45

Multi-Channel 2011 Contact Center Call Recording 45

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! . The call center provider you choose will be the one to get in touch with your clients for all their questions, concerns, and other inquiries about your products or services.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

Kustomer

JANUARY 14, 2021

Listen Now: Listen to “Ed Porter | Using Technology to Better Your Results” on Spreaker. He’ll probably double click on that in just a second, but played in the call center space, knows customer service, dove into the sales space, really helped engineer and transform an inside sales team. Five, six years ago.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

Talkdesk

OCTOBER 29, 2020

Businesses with a mobile workforce must find alternative ways and tools to engage with customers outside traditional call centers, seamlessly connecting all their customer-interacting teams. On-the-go workers rarely have the right tools to provide the same level of service as if they were working from a call center.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

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

NICE inContact

JULY 23, 2015

What is an Intelligent Contact Center? 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. The inContact WFI solution includes many features that will propel your option onward and upward.

Contact Center 48

Contact Center Multi-Channel Social Media Call Recording 48

Talkdesk

FEBRUARY 20, 2019

If you’ve ever eaten at a fast-food restaurant such as McDonald’s, Burger King or Tim Horton’s you were probably thinking about the food you were ordering and/or eating, and not the technology enabling the restaurant to provide you with great service. In fact, SICOM technology is used in 30,000 restaurants in 62 countries.

Contact Center 47

Contact Center Call Recording 2018 Events 47

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

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Today, the utilization of speech data is largely confined to recording call center transcripts.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Talkdesk

DECEMBER 7, 2017

At Talkdesk , we project revenue totals based on four data points: number of agents, number of calls each agent makes in a day, conversion rate and average deal size. We made Talkdesk for Sales to help companies increase two parts of that sales formula: the number of calls made per day and the conversion rate.

Sales 4

Sales ROI Contact Center Call Recording 4

Talkdesk

AUGUST 4, 2017

Performetric is a real-time, adaptive system that monitors fatigue and recommends actions to keep all contact center agents working at the best. Ytica offers out-of-the box contact center reporting and also customizable drag-and-drop dashboards. Ytica – presented by Simon Vostry, Founder and CEO.

Webinar 42

Webinar Demo Contact Center Call Recording 42

Talkdesk

AUGUST 4, 2017

Performetric is a real-time, adaptive system that monitors fatigue and recommends actions to keep all contact center agents working at the best. Ytica offers out-of-the box contact center reporting and also customizable drag-and-drop dashboards. Ytica – presented by Simon Vostry, Founder and CEO.

Webinar 40

Webinar Demo Contact Center Call Recording 40

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. What does technology allow you to achieve? They also improved response times.

Contact Center 45

Contact Center Multi-Channel Call Center Call Recording 45