NICE inContact

SEPTEMBER 20, 2019

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. In the world of Contact Centers , moving functions like IVR and ACD are obvious choices.

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Contact Center Call Recording ROI Document 63

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

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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.

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ViiBE Blog

MAY 13, 2021

In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center. Which software is used in call centers?

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Call Center Technology Contact Center Net Promoter Score 52

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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Contact Center 2010 Competitive Advantage Call Recording 48

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. The view from the contact center. But how secure are they?

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Kustomer

OCTOBER 31, 2018

Kustomer is partnering with Amazon Web Services to deliver next-level omnichannel support and experience for enterprises and contact centers. Kustomer’s integration with Amazon Connect seamlessly pulls AWS’s robust technology into a single convenient timeline view.

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Contact Center Connections Webinar Omnichannel 68

Talkdesk

FEBRUARY 16, 2021

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. You continue to lean on legacy on-premises contact center platforms.

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Contact Center Customer Experience Competitive Advantage Call Recording 139

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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Contact Center 2018 Call 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.

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Contact Center Multi-Channel Call Center Call Recording 45

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

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Engagement Contact Center Call Recording Metrics 106

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

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Engagement Contact Center Call Recording Metrics 96

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.

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Contact Center Multi-Channel Social Media Call Recording 48

Upstream Works

MAY 18, 2021

Cloud-based platforms are becoming more prevalent in contact centers. As organizations increase adoption of next-gen technologies, it’s important to keep many factors in mind. To start that conversation, here are five considerations for IT to take into account when implementing a cloud platform in the contact center.

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Contact Center Call Recording Omnichannel Innovation 78

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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Contact Center Call Recording Metrics Feedback 40

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. This new technology allows you to not only capture important data, but also give you the insight needed to take action on it. Understand why customers are calling. Or are there?

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Contact Center Insights Customer Insights Management 49

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?

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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.

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Customer Experience Management 2019 Management Customer Experience 96

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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Contact Center Customer Experience Banking Telecommunications 94

Call Experts

NOVEMBER 25, 2020

VoIP stands for Voice over Internet Protocol, and it refers to a group of technologies that use the internet to lead unified conversations. Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines. Do you know what VoIP is?

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Contact Center Call Recording 2020 Reference 64

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.

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Contact Center Return on Investment E-support Government 48

CSM Magazine

APRIL 25, 2023

According to Calabrio’s latest State of the Contact Centre Report, 1 in 3 consumers say they see agents as brand representatives rather than low-level service workers. Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed.

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Contact Center Call Recording Customer Centricity Brands 52

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.

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Call Recording Customers Sales Contact Center 98

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. out of five) in the Gartner Peer Insights Contact Center as a Service, North America market.

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Customer Service Contact Center 2025 Competitive Advantage 66

CSM Magazine

APRIL 18, 2023

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. As a result, there is growing demand from businesses to connect WEM tools with other enterprise systems such as CRM and payroll. All with minimal effort and financial outlay.

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Contact Center Call Recording Customer Expectations Customer Centricity 52

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.

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Contact Center Call Recording 2018 Events 47

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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Call Center Management Average Handle Time Contact Center 43

Customer Interactions

MAY 30, 2016

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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Call Recording Technology Contact Center 41

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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Contact Center Call Recording Call Center Return on Investment 40

NICE inContact

APRIL 5, 2016

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Agents are connected before the customer answers, which helps start the call off positively and increases connect rates. #2:

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Contact Center Call Recording Omnichannel Download 48

CSM Magazine

OCTOBER 30, 2019

This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers.

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Customer Experience Contact Center Average Handle Time Call Recording 40

Avaya

JUNE 18, 2018

The latest workforce optimization offerings can help you take advantage of digital technologies like analytics and automation to achieve a competitive edge. As a regulation on company behavior, GDPR does not apply to technology directly. A product or solution offered from any vendor cannot be GDPR “compliant.”

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Contact Center 2018 Competitive Advantage Call Recording 40

Kustomer

JANUARY 14, 2021

Listen Now: Listen to “Ed Porter | Using Technology to Better Your Results” on Spreaker. Yeah, so I grew up in the outsource contact center space. So, that’s where I really got my start in sales working for a startup that was a call recording software for enterprise contact centers.

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Multi-Channel Contact Center Customers Sales 81

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.

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Customer Care Contact Center Call Recording Document 31

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.

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Customer Service Contact Center Multi-Channel Social Media 98

Talkdesk

OCTOBER 29, 2020

a call recording or specific notes) automatically in a CRM, making for an end-to-end mobile workforce solution that helps all employees deliver more personalized CX. Every customer interaction matters and today’s businesses can’t afford to stay in the dark as to why they are losing valued customers.

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Insurance Net Promoter Score Telecommunications Call Center 50

Avaya

JANUARY 26, 2018

Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction. Supervisors and managers can use this both in the contact center and back office to view customer interactions from beginning to end via synchronized screen and call recordings.

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