Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

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Customer Experience 2020 Call Recording Blog 127

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. Manage calls from a browser, app, and any device for management on the go.

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Call Recording Communication Connections Multi-Channel 109

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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Call Recording Contact Center Measurement Management 62

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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Call Recording Contact Center Consumers Call Center 62

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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Call Recording Customers Sales Contact Center 98

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%

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Call Recording 2020 Customer Satisfaction Insights 105

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?

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Call Center Call Recording Customer Service Representative Metrics 52

SurveySparrow

JUNE 7, 2024

SurveySparrow – For Omnichannel Insights SurveySparrow is a full-fledged survey platform whose core strength lies in data collection and analysis. Speech-to-Text analysis (WIP) : Instantly analyze voice recordings and extract insights. To solve this, you can integrate it with your current VoIP tool via Zapier.

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2024 2026 Omnichannel Contact Center 52

Talkdesk

NOVEMBER 25, 2020

When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording.

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Contact Center Call Recording Omnichannel Technology 101

Call Experts

APRIL 8, 2024

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

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Customer Service Call Center Call Recording Customer Satisfaction 52

CX Accelerator

FEBRUARY 12, 2018

They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. Why Is VoC Important?

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Talkdesk

MAY 12, 2020

If a customer presents you with a problem, you may need to hold or transfer the call to get the proper information. Use Callbar to quickly call a colleague or your manager to explain the customer’s issue and use their insights and past experiences to come up with a resolution to your customer’s problem.

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CSM Magazine

FEBRUARY 2, 2021

For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. The QM Connector for Salesforce reduces the need for custom integration, and, since recordings are played back within Calabrio ONE, security and compliance of all records and recordings is maintained.

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Call Recording Customer Satisfaction Interaction Insights 40

Call Experts

SEPTEMBER 15, 2023

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

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Customer Service Call Center Call Recording Customer Satisfaction 59

Talkdesk

JANUARY 2, 2020

This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis and recommendations. Knowledge and Insight: intelligent knowledge-everywhere access. Next best action and decision-making insight. Talkdesk has an overall peer rating of 4.6 (out

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Customer Service Contact Center 2025 Competitive Advantage 66

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. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback.

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Management Call Recording Contact Center Interaction 55

CSM Magazine

SEPTEMBER 21, 2021

The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organisations and changing customer needs. Now, the emphasis is on how to diagnose and remedy issues remotely, a challenge that requires simplification.

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Omnichannel Call Recording Technology Interaction 59

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. Legal and compliance reasons. Agent coaching and development.

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Contact Center Call Recording Interaction Insights 55

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.

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Insights Call Center Call Recording Technology 10

CSM Magazine

JUNE 24, 2021

With access to millions of customer calls, texts, emails, Tweets and Chats, the contact centre has a pivotal role to play in turning raw customer data into valuable business insights to help build connectedness across the whole organisation. Aspire to connectedness for a winning CX strategy.

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Connections Customer Connectedness Call Recording Omnichannel 52

NICE inContact

APRIL 18, 2019

If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

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Management Contact Center Call Recording Webinar 64

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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Contact Center Call Recording Customer Centricity Brands 52

CSM Magazine

FEBRUARY 23, 2021

This is an exciting and dynamic time for Calabrio as we continue to deliver the value of our all-in-one cloud contact centre suite, including call recording, quality management (QM), WFM, speech analytics and business intelligence suitable for organisations of all shapes and sizes.”. About Calabrio.

Technology 52

Technology Telecommunications Call Recording Insurance 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.

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Social Media Average Handle Time Customer Satisfaction Call Recording 52

BirdEye

DECEMBER 22, 2023

Dialpad Dialpad stands out for utilizing AI to enhance communication and provide insightful data analytics. FreeConferenceCall This service focuses on conferencing capabilities, perfect for businesses that rely heavily on group calls. It provides reliable conferencing services and features like call recording and screen sharing.

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Communication Demo Call Recording Connections 109

CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Make data insights actionable to drive tangible business value. Dedicate the necessary budget to ensure you have appropriately trained resources to help better understand what all that data really means.

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CSM Magazine

MAY 5, 2022

When combined with modern call recording, quality management and performance coaching, today’s analytics-driven solutions offer a complete, end-to-end personal development toolkit. Agent self-scheduling is just one way to engage and motivate employees.

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Omnichannel Call Recording Customer Satisfaction Management 52

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. Digital First, But Omnichannel Still Rules.

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Banking Contact Center Customer Service Customer Experience 52

Talkdesk

MAY 6, 2020

This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording. Analytics and Insights to ensure peak operational performance, including flexible and intuitive real-time operational dashboards, BI tools and surveys.

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Contact Center 2010 Competitive Advantage Call Recording 80

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

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Interaction Call Recording 2023 Blog 62

CSM Magazine

JUNE 3, 2021

What is more, the Cloud offers practically unlimited computing power to transform data – the lifeblood of all Connected Enterprises – into valuable business insights that accelerate the shift to all-round connectedness.

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Connections Customer Connectedness Call Recording Article 52

CSM Magazine

MAY 24, 2021

Whether you use a cutting-edge call tracking system, with speech analytics that can pick up keywords, or a more basic call-recording and playback system, you should be considering how to use incoming calls to know who your customers are, and what’s on their minds. Leverage your CRM system.

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Call Recording Call Center Customer Relationship Management Customer Relationships 52

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 .

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Call Recording Books Consumers Sales 75

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

Upstream Works

DECEMBER 11, 2018

Organizations deploying Customer Journey Management strategies are amassing a wealth of quantitative and qualitative information – from call recordings and digital transcripts to customer satisfaction and channel activity. www.upstreamworks.com.

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Customer Experience Management 2019 Management Customer Experience 96

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues.

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Touchpoint Customer Journey Measurement Social Media 365

NICE inContact

JULY 27, 2016

Oracle (or·a·cle /ˈôrək(ə)l/ (noun): In classical antiquity, an oracle was a person or agency considered to provide wise and insightful counsel or prophetic predictions or precognition of the future, inspired by the gods. I did not (at least not in any detail), so I looked it up recently, when I started thinking about this blog….

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Contact Center Call Recording Insights Blog 49