CSM Magazine

MAY 31, 2023

Conflict Resolution : In cases of disputes or misunderstandings, recorded calls serve as an unbiased source of truth, facilitating smoother resolutions. Regulatory Compliance : Certain industries are subject to stringent regulations that necessitate call recording.

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

Playvox

APRIL 21, 2023

Quality Management Analysts Quality assurance used to mean hours of listening to customer service reps’ call recordings and checking off boxes if they met all the requirements of a call. It wasn’t very revealing of agents’ real performance — or of any customer service problems that might be brewing.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Talkdesk

OCTOBER 29, 2020

The company was seeking insight into low net promoter scores (NPS) and brand loyalty. Customers loved the quality of their internet services, but still wouldn’t recommend them to anyone. These limitations create silos in teams and data and can adversely impact an organization’s customer experience (CX) goals.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

ProProfs Chat

APRIL 19, 2019

Here Are a Few Statistics on Customer Service That Need Your Attention: Build loyal customers – Across the globe, 96% of buyers say customer service is an important factor in their choice of loyalty to a brand. Offer special treatment – 48% of buyers expect specialized treatment for being a good customer.

Sales 85

Sales Customer Service Multi-Channel Marketing 85

CSM Magazine

OCTOBER 30, 2019

For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers. Welcome to the new era of customer experience intelligence where the very best of human talents and activities combine with contextual, predictive customer analytics all in one place.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

Magellan Solutions

MARCH 9, 2021

People across the globe believe that companies should do something on their customer’s feedback . Customer Experience. Lifetime value of a customer experience promoter to a company. Brand Loyalty. Consumers that factor in customer service to stay with a brand. Check their Added Services.

Customer Service 52

Customer Service Call Center Customer Service Representative Average Handle Time 52