NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

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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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Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

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Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

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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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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.

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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.

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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.

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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.

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Talkdesk

MAY 12, 2020

Because it’s not restricted to a browser tab, it’s a flexible tool that allows for easy, convenient access when making and receiving calls. Set your availability A contact center agent’s day is dynamic. You’ll be constantly moving between being on calls with customers, updating customer contact information and more.

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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.

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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.

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Experience Investigators by 360Connext

OCTOBER 17, 2023

For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. If your contact center leaders have made progress on decreasing wait times, for example, ask them to share their stories of what worked and showcase their progress.

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Leadership Customer Experience Customer Centricity Net Promoter Score 259

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. Call recording? Understand the capital requirements and where they are aligned in your contact center.

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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. Read why our customers recommend Talkdesk.

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Call Experts

NOVEMBER 25, 2020

Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines. When you don’t want your teams spending time on some unwanted calls, you can choose to block these calls with ease. Do you want to learn more about on-call scheduling?

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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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Talkdesk

JANUARY 2, 2020

” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today. out of five) in the Gartner Peer Insights Contact Center as a Service, North America market. Talkdesk has an overall peer rating of 4.6 (out

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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.

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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

JANUARY 30, 2019

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. NICE inContact’s cloud-based platform and solutions have given MSI’s contact center the flexibility and efficiency it needs to power continued growth.

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ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. So what exactly do call centers do? What does a call center do?

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CSM Magazine

APRIL 18, 2023

On a purely practical level, this matters because many larger businesses operate multiple contact centres using multiple telephony systems that increase the risk of creating harmful data silos. As a result, there is growing demand from businesses to connect WEM tools with other enterprise systems such as CRM and payroll.

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NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback. This one is too short, this one is too long, this one is just right!”.

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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. As a contact center agent, you are often acting as the face of your company. Be confident Confidence is critical for any productive interaction.

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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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Communication Retail Contact Center Call Recording 48

UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Let’s say a customer gives their account number and birthdate to validate a customer service call.

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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.

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UJET

DECEMBER 17, 2020

When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center. Let’s say a customer gives their account number and birthdate to validate a customer service call.

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NICE inContact

APRIL 18, 2019

If you’ve experienced the following situations in your organization, incorporating: Your evaluators know the type and length of interaction they want to evaluate — but tediously listen to multiple call recordings to find the “right” one. Consumer surveys indicate unhappy customers, but your QM evaluations don’t reflect this.

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NICE inContact

FEBRUARY 11, 2020

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. Can it be done? What is an agent’s capacity to multitask?

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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.

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Ann Michaels and Associates

JUNE 15, 2020

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Perform a deep analysis of your call records. Consider how many calls are subsequently transferred into other departments. Could you please rate your recommendation on a scale of 0-10?”.

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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. 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.

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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.

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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. What Is Contact Center Technology?

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