CSM Magazine

JUNE 10, 2021

These findings suggest that many companies are overlooking the value of the contact centre and the goldmine of insights it contains. Such insights, if shared with other departments, can reduce contact volumes, lower customer effort and improve the internal reputation of the contact centre. A further 10.2% Just picture it.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

Call Experts

APRIL 8, 2024

Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Technology Integration: Leverage customer relationship management (CRM) systems and call center software to streamline call-handling processes and access customer information efficiently.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

CSM Magazine

MAY 31, 2023

One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience. What is Call Center Recording?

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

Call Experts

SEPTEMBER 15, 2023

Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Technology Integration: Leverage customer relationship management (CRM) systems and call center software to streamline call-handling processes and access customer information efficiently.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

UJET

JULY 7, 2020

When supervisors were managing in-house, they could provide more guidance and feedback through in-person one-on-ones. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. This raw data is inputted into native analytics and reporting tools to provide deep insights.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

UJET

JULY 7, 2020

When supervisors were managing in-house, they could provide more guidance and feedback through in-person one-on-ones. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. This raw data is inputted into native analytics and reporting tools to provide deep insights.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. Response rates to these feedback requests are over 40% and most customer responses come in within an hour, complete with star ratings, comments, suggested rewards, and/or issues that need to be addressed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

Immediately after every service interaction, RevZilla customers receive personalized, agentspecific Stella Connect feedback requests. Response rates to these feedback requests are over 40% and most customer responses come in within an hour, complete with star ratings, comments, suggested rewards, and/or issues that need to be addressed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Survicate

NOVEMBER 27, 2018

First and foremost, to create the right marketing message, you should always listen to customers and get feedback. Let’s see how listening to your customers and applying a customer-centric approach helps get insights for a better marketing message. Unconventional methods to uncover customer feedback. One-on-one interviews.

Feedback 55

Feedback Marketing Definition Sales 55

NICE inContact

FEBRUARY 13, 2019

Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. Incorporating analytics into your quality program empowers you to provide fairer, more targeted agent feedback. This one is too short, this one is too long, this one is just right!”.

Management 55

Management Call Recording Contact Center Interaction 55

SurveySensum

SEPTEMBER 19, 2022

Integrate insights from customers into decision-making. Celebrate your team with complimenting feedback. Heatmap insights. Support calls. It captures their feedback on what they expect from you, what are their challenges, and what are their thoughts on your product or service. Reduce customer churn. Social media.

Voice of Customer 52

Voice of Customer Social Media Feedback Touchpoint 52

NICE inContact

APRIL 9, 2019

Call recordings contain valuable insight on customer feelings, preferences and more! Monitoring calls is a powerful way for contact centers to understand the experience their callers receive and where it can be improved. The post What is Call Quality Monitoring? Legal and compliance reasons.

Contact Center 55

Contact Center Call Recording Interaction Insights 55

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.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 52

BirdEye

JUNE 14, 2023

And there are many forms, including email, text messages, phone calls, face-to-face, video conferencing, and social media. Finding the right communication channel for delivering engaging and insightful messages is crucial for your business. Social media is another good source of customer feedback.

Communication 98

Communication Social Media Document Advertising 98

CSM Magazine

AUGUST 4, 2021

There’s a once-in-a-generation opportunity to take advantage of increased digital traffic, provide excellent customer service in other channels, and unify omnichannel insights to improve bottom-line business results. Unify Omnichannel Insights for Better Results. They want to get customer feedback to help inform these projects.

Banking 52

Banking Contact Center Customer Service Customer Experience 52

Magellan Solutions

OCTOBER 4, 2023

You may gather feedback after the call through surveys like Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Customer satisfaction insights can also be gathered through customer reviews or testimonials. First Call Resolution This metric shows how efficient and effective your phone answering service is.

Social Media 52

Social Media Average Handle Time Customer Satisfaction Call Recording 52

Ann Michaels and Associates

JUNE 15, 2020

Perform a deep analysis of your call records. Consider how many calls are subsequently transferred into other departments. How fast you respond, who follows up and even the means of contacting the customer can depend on the type of feedback received, as well as characteristics of the customer or account.

NPS 59

NPS Net Promoter Score Customer Experience 2003 59

InteractionMetrics

APRIL 16, 2024

Often, indirect questions produce more insightful answers than direct questions do because customers are more willing to express their thoughts when they don’t feel pressured to produce a “right” answer. He says, “Feedback tends to focus on how well you did in the past. What’s the missing link?

Customer Experience 52

Customer Experience Definition Net Promoter Score 2023 52

OpinionLab

JANUARY 14, 2019

ForeSee’s word of caution to the market (related to competitive approaches to digital CX like OpinionLab’s): Don’t confuse measurement with feedback. Feedback is bad – feedback is listening to the squeaky wheel and will not lead to good business decisions. Conversely, at OpinionLab it was all about feedback.

Measurement 60

Measurement Call Recording Feedback Contact Center 60

Avaya

JANUARY 29, 2019

Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management. Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

SmartKarrot

APRIL 20, 2023

But in reality, it is about using advanced AI to analyze vast amounts of data from your inbound and outbound calls. In this blog post, we’ll explore how advanced call AI can revolutionize your business and unlock insights that you never thought possible by analyzing vast amounts of data from your inbound and outbound calls.

Insights 10

Insights Call Center Call Recording Technology 10

Inbenta

MAY 7, 2021

Take a look at customer feedback, online reviews, and data on customer retention. You can use technology to monitor performance, while feedback from high-performing agents can be used to help those struggling to keep up. Social media offers lots of possibilities for customer interaction and insight.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

InteractionMetrics

JUNE 24, 2015

Customer feedback surveys are great because they can be objective and easy to implement. According to CallMiner, companies may have 45 times more phone calls than survey responses per year. So companies have a lot more call data than customer feedback data—and these calls are the raw, unfiltered reality of customer experience.

Customer Experience 45

Customer Experience Contact Center Call Recording Metrics 45

Clarabridge

JANUARY 6, 2017

It hides in call recordings and in call center agent notes. With that in mind, here’s another 2017 prediction: even more brands will understand the value of a single solution that lets you listen, analyze, and act on customer feedback. We’d love to show you a path to true understanding of customer feedback.

2017 40

2017 Call Recording Social Media Call Center 40

Clarabridge

JANUARY 6, 2017

It hides in call recordings and in call center agent notes. With that in mind, here’s another 2017 prediction: even more brands will understand the value of a single solution that lets you listen, analyze, and act on customer feedback. We’d love to show you a path to true understanding of customer feedback.

2017 40

2017 Call Recording Social Media Call Center 40

Magellan Solutions

DECEMBER 14, 2022

During busy times like Christmas and other holidays, call handling may be one of the least concerning, missing out on potential business opportunities. Unanswered phone calls from customers may also give them a negative impression of how you do business. . Call Recording Is Possible. Offer An Order-Line Service .

Call Recording 75

Call Recording Books Consumers Sales 75

UJET

JANUARY 9, 2020

From customer satisfaction surveys, voice call recording reviews, incoming request reports, and more, this data can improve the customer support experience. Through channel-specific metrics, support teams can gain more meaningful insights into how customers prefer to interact with support. Collect Important Support Data.

Customer Experience 72

Customer Experience Call Recording Customer Satisfaction Customers 72

Ann Michaels and Associates

MARCH 30, 2019

Perform a deep analysis of your call records. Think about how many calls are subsequently transferred into other departments. How fast you respond, who follows up and even the means of contacting the customer can depend on the type of feedback received, as well as characteristics of the customer or account.

NPS 56

NPS Net Promoter Score Customer Experience 2003 56

Talkdesk

MAY 3, 2017

NomNom offers the ability to centralize all customer feedback and user research data in one place, with powerful search, automation, and collaboration capabilities. They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

NICE inContact

OCTOBER 17, 2019

Call recording? At NICE inContact, we’ve spoken with our customers and it’s quite amazing to hear contact center leaders’ feedback on the difference this solution made to their jobs, as well as their agents (and most importantly the customer). What technologies exist today?

Contact Center 48

Contact Center Return on Investment E-support Government 48

CSM Magazine

FEBRUARY 12, 2020

If you know your customer’s needs and track their trends, you gain vital insights. Call Recordings. Management needs to give positive feedback and inform workers of areas needing improvement. Providing valuable feedback is essential to influencing morale. But, they may differ from one another.

Customer Experience 52

Customer Experience Call Recording Poor Customer Service Omnichannel 52

CSM Magazine

APRIL 28, 2021

AI-driven quality management (QM) and speech analytics help identify the one word that keeps cropping up in customer conversations to flag up issues, categorise calls and then prioritise them. Meanwhile, agents receive the near real-time constructive feedback they require to deliver high quality customer conversations, whatever the channel.

Omnichannel 59

Omnichannel Telecommunications Call Recording Connections 59

Playvox

FEBRUARY 18, 2019

Launching a quality assurance program in your call center empowers you with a huge amount of performance data. You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities. Use Customer Feedback. .” — Pat Riley (former NBA coach).

Customer Service 40

Customer Service Call Center Call Recording Consumers 40

UJET

JANUARY 9, 2020

From customer satisfaction surveys, voice call recording reviews, incoming request reports, and more, this data can improve the customer support experience. Through channel-specific metrics, support teams can gain more meaningful insights into how customers prefer to interact with support. Collect Important Support Data.

Customer Experience 63

Customer Experience Call Recording Customer Satisfaction Connections 63

Thematic

JANUARY 27, 2019

Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the rest of the company, simply because the analysis of mountains of data they collect may seem daunting. Unstructured data is data that isn’t stored in a fixed record length format.

Customer Service 59

Customer Service Contact Center NPS Financial 59

NICE inContact

NOVEMBER 26, 2018

Missed opportunities from customer insights : customer insights from the contact center can be a goldmine to improve your products and services, identify root causes of dissatisfaction, or even spot new business opportunities. Considerations for Managing Outsourced Contact centers.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Use AI-based Text Analytics to Analyze Customer Feedback. Also, my public comments carry far greater impact than my private NPS feedback.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40