NICE inContact

SEPTEMBER 20, 2019

In the world of Contact Centers , moving functions like IVR and ACD are obvious choices. Like other cloud systems, the architecture provides a more scalable environment allowing you to better support call distribution and IVR. Your Contact Center represents the front line to your constituents and customers.

Contact Center 63

Contact Center Call Recording ROI Document 63

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. It also proves why a unified workforce engagement solution is necessary. Unified Platform.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Make no mistake.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

UJET

JULY 7, 2020

Instead of using a piecemeal approach, a workforce engagement solution offers all the necessary tools. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. It also proves why a unified workforce engagement solution is necessary. Unified Platform.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Modern contact center environments are often fast-paced, stressful, and demanding.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Make no mistake.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. So, the importance of optimizing it – getting the most value from the people that comprise it – cannot be underestimated.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

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.

Contact Center 40

Contact Center 2018 Call Center Call Recording 40

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.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Talkdesk

FEBRUARY 16, 2021

For some, that meant face-to-face interactions had to be replaced by completely new digital engagements. Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

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.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Experience Investigators by 360Connext

OCTOBER 17, 2023

Use storytelling techniques to make the business case more engaging and memorable. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. Show how CX efforts align with the organization’s mission and values, and how it can drive growth and profitability.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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.

Contact Center 55

Contact Center Call Recording Interaction Insights 55

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.

Call Recording 86

Call Recording Contact Center Call Center Information 86

NICE inContact

OCTOBER 17, 2019

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. Like their private sector peers, the front line for engagement with government agencies lies in the contact center.

Contact Center 48

Contact Center Return on Investment E-support Government 48

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. 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

Talkdesk

JANUARY 2, 2020

Process Orchestration: support for more and more complex and personalized customer engagements. Managing Resources: engaged and empowered staff. ” 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.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

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. Then sit back and watch personal belief, performance, and engagement levels soar.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 52

CSM Magazine

APRIL 18, 2023

The latest Workforce Engagement Management (WEM) solutions automatically plan agent training to meet individual needs at a time to suit their new home-working lifestyles. The best WEM platforms also provide high levels of agent mobility, hybrid scheduling, and digital channel support to meet the needs of the modern contact centre.

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

CSM Magazine

AUGUST 4, 2021

Consider this: of people who reached out to a contact center, 73% had tried a digital channel first, according to the Verint Experience Index (VXI): Banking report published earlier this year. Companies need to provide a consistent experience anywhere customers engage. That translates into $1.6

Banking 52

Banking Contact Center Customer Service Customer Experience 52

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.

Communication 48

Communication Retail Contact Center Call Recording 48

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.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

Talkdesk

FEBRUARY 20, 2019

Many leverage restaurant technology from SICOM Systems, Inc to improve quality of service, increase customer engagement and ultimately grow revenue. In fact, SICOM technology is used in 30,000 restaurants in 62 countries. The post SICOM Serves 30,000 Restaurants More Effectively with Talkdesk and Salesforce appeared first on Talkdesk.

Contact Center 47

Contact Center Call Recording 2018 Events 47

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 respectful All customers should be treated with respect.

Customer Experience 58

Customer Experience Contact Center Call Recording Call Center 58

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.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

BirdEye

MARCH 1, 2024

However, this can pose challenges in setting up contact centers for customer support or monitoring every employee’s inbound/outbound calls. Enabling business call forwarding helps provide flexibility by routing calls within the VoIP business phone system, irrespective of the location.

Customer Service 57

Customer Service Multi-Channel Call Recording Social Media 57

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

BlueOcean

SEPTEMBER 17, 2020

Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more. Schedule your Technical Transition kick-off meeting. You can’t cut corners – good training produces confident, capable agents.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

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! . This is why you should be particular with the language to use and be very careful in choosing the best contact center fit for your needs. Outsourced Customer Service Channels.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

CSM Magazine

OCTOBER 30, 2019

CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers? Data is central to success when it comes to creating dynamic CX and actionable strategic business intelligence.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

BlueOcean

DECEMBER 4, 2019

If you are going to RFP for contact center services, insight into consumer credit card data protection – typically either certification or compliance with an established standard – is likely going to be part of the conversation. How Contact Centers Interact with Cardholder Data. PCI Compliance in the Contact Center.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

Avaya

JUNE 18, 2018

Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Workforce optimization solutions play a key role in helping you transform your customer engagement initiatives, improve the productivity of customer support personnel, and comply with ever-increasing regulations.

Contact Center 40

Contact Center 2018 Competitive Advantage Call Recording 40

Kustomer

AUGUST 8, 2022

If companies gathered the data with an understanding of how to use it, they will be able to make a continuous improvement around the actual engagement, the interaction that’s happening with the customer. Certainly some things could be around the processes and the systems of engaging with customers, different communication channels.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Kustomer

JANUARY 14, 2021

Having years of experience and quite a diverse background in customer engagement, Ed Porter has developed a deep understanding of his customers. Yeah, so I grew up in the outsource contact center space. There’s, you have traditional contact center reps that have been doing work from home forever.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

UJET

MAY 19, 2020

Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions. Going through practice calls can hone how agents approach different problems and learn how to rely less on using a script. Engage New Agent Hires.

Call Recording 82

Call Recording Document Interaction Demo 82

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. The combination of macro and micro insights centered on real-life examples makes these monthly sit-downs more productive for managers and more meaningful for Gear Geeks. 15% improvement in first contact resolution. Real-Time Micro-Coaching.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. The combination of macro and micro insights centered on real-life examples makes these monthly sit-downs more productive for managers and more meaningful for Gear Geeks. 15% improvement in first contact resolution. Real-Time Micro-Coaching.

Measurement 40

Measurement Feedback Contact Center Call Recording 40