Avaya

AUGUST 24, 2016

Other benefits that Common is enjoying thanks to Workforce Optimization Select include: 100% call recording reliability, real-time availability and uptime—empowering Common to quickly and easily review calls for dispute resolution, fraud prevention and more.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

Talkdesk

MARCH 4, 2021

Consider this quote from the Q&A we did with a former chief operating officer of a multinational bank: “The biggest challenge is linking the starting point of a customer journey. As a customer, I may walk into a branch, get some information, then actually call the call center [for an update] and the information is disjointed.

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

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. Mobile-first real-time communication tools Today’s customer service complexity is a pressing challenge for organizations.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

Interactions

JANUARY 7, 2021

The increase in customer voice calls during the Covid-19 period has also prompted enterprises to shift their investments towards digital/text channels.”. Get tips on how to use customer journey mapping to identify customer pain points and adapt long-term and short-term customer experience strategies here.

2021 62

2021 Customer Experience Customer Journey Mapping Call Recording 62

NICE inContact

OCTOBER 17, 2019

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand.

Contact Center 48

Contact Center Return on Investment E-support Government 48

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. That’s it. A single interaction.

Contact Center 67

Contact Center Customer Journey Consumers Interaction 67

OpinionLab

JANUARY 14, 2019

We must measure the impact of each and every touch point with consumers: physical locations, call centers, web, mobile, chat, video and social network interactions all must be measured not only as individual channels but as they combine to enhance or detract from overall brand and customer journey.

Measurement 60

Measurement Call Recording Feedback Contact Center 60

ProProfs Chat

JANUARY 29, 2020

When they can get everything they want in a jiffy, from wherever they are, the question of walking to a store or calling the support staff only to wait for hours, doesn’t arise. But, why is that so, and what exactly is multi-channel customer service? Review Chat Logs, Emails & Call Recordings. Conclusion.

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

Pointillist

OCTOBER 22, 2018

Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. 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. Find Insights Across Customer Journeys.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

SmartKarrot

APRIL 20, 2023

Here are just a few examples: Improve customer satisfaction: By understanding what your customers are saying during phone calls, you can identify areas where they’re unhappy and make necessary changes to improve their experience. This will further help you in making enhancements in the entire customer journey.

Insights 10

Insights Call Center Call Recording Technology 10

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

Call Recording 34

Call Recording Effort Score Metrics 2015 34