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Understanding the options for call recording in Microsoft Teams

Eptica

As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform?

2023 85
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Integrating call recording into Microsoft Teams

Eptica

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?

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Why Financial Companies Need Call Recording Software

Return Customer

Here is how call recording software can help protect your company against these issues. Call Recording Software for the Finance Industry. Call recording is a service that allows you to record incoming and outgoing business calls. You can store these calls for up to 6 years, in most cases, and review them in the future. This way, all calls related to your business phone system can be recorded, as predetermined by you.

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5 key trends that are impacting call recording in 2020

Eptica

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

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Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications. Why should you record? There are a plethora of reasons to record your calls and digital interactions. Call Analytics.

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8 ways call recordings are the secret to a better customer experience

UJET

Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service. customer service Customer Experience Customer Support

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Contact Center Call Recording: What you need to know

NICE inContact

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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How to Get the Most from Your Contact Center Call Recordings

NICE inContact

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.

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The changing place of call recording in the contact centre

Eptica

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives.

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Call recording: Back to the basics

Calabrio

Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment.

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Why Contact Centers Should Test Bi-Directionally for Voice Quality

Cyara

customer experience customer journey proactive monitoring voice contact center customer experience issues virtual agent agent experience call recording call center cx monitoring active monitoring passive monitoring cx assurance mean opinion score voice quality work from home

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How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

Avaya

Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. Common is currently using Workforce Optimization Select to record incoming and outgoing calls and capture desktop screens for 80 agents, and has a total of five agents dedicated to the Quality Management program. The Workforce Optimization Select call recordings are crisp and reliable, and by adding in QA, we have the perfect combination of solutions.

2016 44
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A New Answer to: How Much Does a SEV1 Cost Your Organization?

Cyara

load testing automated testing IVR testing regression testing Test Cases contact center cx customer experience issues vulnerability call recording validation IVR call center cx monitoring cx metrics voice quality performance testing Sev1

2020 73
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Why Your Sales Team Needs Call Recording

Talkdesk

In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. You can’t go back and replay important parts to log details or analyze the call for mood changes. What if all of your sales calls were automatically recorded and filed in your CRM so you could go back and relive that conversation any time you wanted?

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Getting the Most from Call Recording Technology

Customer Interactions

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings

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Moving to Cloud: A Must for Contact Centers

NICE inContact

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Like other cloud systems, the architecture provides a more scalable environment allowing you to better support call distribution and IVR.

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Customer Recordings and Their Usefulness with Steve Richard

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. Call recordings.

2021 67
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VoIP Call Recording Technologies – Past, Present, Future

Customer Interactions

Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area.

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Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

NICE inContact

Call handle times have been reduced, resulting in cost savings. 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. Advantages of the Cloud Call Recording Customer Experience NICE inContact CXone

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Call Recording Systems: Beware of Hidden Costs

Customer Interactions

I decided to buy a new TV. Not that I really needed one, but my 32’’ set seemed awfully small next to my neighbor’s slick 50’’ panel. I had done my necessary online homework, went through the dazzling selection of brands, then narrowed it down through display sizes, high-definition (HD) technologies, resolution, contrast and a dozen other terms I’ve since forgotten. Of course, I researched price as well.

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Session Recording Protocol: Moving toward Standardization in Call Recording

Customer Interactions

One of the most exciting projects that I am working on right now is the IETF (Internet Engineering Task Force) draft for the standardization of session recording interfaces. The main idea behind this work is to take the opportunity – while almost all major telephony vendors are working on session initiation protocol (SIP)-based recording interfaces for their new SIP-based voice over Internet Protocol (VoIP) telephony systems – to create an interoperable standard for call recording

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Voice Quality Validation for At-Home Agents

Cyara

One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. voice contact center agent experience call recording IVR call center cx assurance voice quality custserv work from home

2020 101
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5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Why is your customer calling? Understand why customers are calling. Understanding what types of calls are coming allows management to create training and best practices for the most common scenarios. Being able to handle the most common calls better will help you improve the customer experience. Most contact centers sample 1% or less of their total call volume. Don’t rely on data from small sample sizes or calls to Miss Cleo.

2016 49
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Call Recording in the Small Contact Center: Vanilla Isn’t Good Enough Anymore

Customer Interactions

Simple call recording in today’s small to medium contact center (SMCC) is regarded as a standard vanilla-flavored ice cream. The tricky part is that tasty chocolate topping: namely, the more advanced call recording solutions that can really advance the SMCC. It’s a no-brainer commodity solution supplied today by a number of vendors which, all in all, don’t differ that much from one another (the working ones, that is…).

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Training Contact Center Agents to Multitask

NICE inContact

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Workforce Optimization Digital First Omnichannel Call Recording Call Center Best Practices

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Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Luckily, call center analytics software can help alleviate much of these compliance headaches. Many organizations still rely on compliance managers to manually review a sample of call center interactions each day to identify compliance issues and problems. Advantages of the Cloud Call Center Compliance Call Recording Contact Center Management Contact Center Trends & Insights

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Why every customer support call should include CSAT and CES

UJET

Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed. Customer support agents help customers resolve issues with the extra goal of building brand loyalty.

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10 Ways to Listen to Customers Without Surveys

CX Accelerator

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings.

2020 291
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Preparing for future customer service challenges

Eptica

Integrating call recording into Microsoft Teams. Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021.

2021 105
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Highlights from our customer service blog in 2021

Eptica

Integrating call recording into Microsoft Teams. Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Published on: January 10, 2022.

2021 105
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Artificial Intelligence Firm ASAPP Releases New AI Transcription Service for Call Centres

CSM Magazine

Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. However, it’s the bespoke design of AutoTranscibe for call centres that sets it apart. “To

2022 81
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10 Ways to Listen to Customers Without Surveys

CX Accelerator

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings.

2020 182
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Remote Working 2.0: Optimising Contact Centres

Eptica

5 key trends that are impacting call recording in 2020. Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020.

2020 99
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Key to profitability - how UK customer experience is changing over the long-term

Eptica

You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term.

2020 105