NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Will analytics really help your quality management program? Without analytics, we overlook a wealth of detail locked within interactions that provide insight into the customer experience.

Management 64

Management Contact Center Call Recording Webinar 64

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.

Call Recording 62

Call Recording Contact Center Measurement Management 62

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

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%

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

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.

Call Recording 98

Call Recording Customers Sales Contact Center 98

Call Experts

APRIL 8, 2024

Time Management: Strive for efficiency without rushing the caller. Ensure that each call receives the time it needs for resolution. Practical Tips for Exceptional Call Handling Putting the following practical tips in place can enhance your call-handling skills and create a lasting impression on your customers.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. ” About Salesforce AppExchange. .

Call Recording 40

Call Recording Customer Satisfaction Interaction Insights 40

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?

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

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.

Call Recording 86

Call Recording Contact Center Call Center Information 86

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. Managing Resources: engaged and empowered staff. Knowledge and Insight: intelligent knowledge-everywhere access. ” – Operations Manager.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

Call Experts

SEPTEMBER 15, 2023

Time Management: Strive for efficiency without rushing the caller. Ensure that each call receives the time it needs for resolution. Practical Tips for Exceptional Call Handling Putting the following practical tips in place can enhance your call-handling skills and create a lasting impression on your customers.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

CSM Magazine

APRIL 25, 2023

Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. 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.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 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. Contact centers employ processes and tools to manage their Quality Monitoring.

Contact Center 55

Contact Center Call Recording Interaction Insights 55

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.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. For example, agents can now add work hours on either unscheduled or scheduled days.

Omnichannel 52

Omnichannel Call Recording Customer Satisfaction Management 52

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. About Calabrio.

Technology 52

Technology Telecommunications Call Recording Insurance 52

CSM Magazine

JANUARY 19, 2023

There are several steps you can take to manage the gold mine of sweets, well, data coming in and out of the contact centre: 1. 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.

Call Recording 52

Call Recording 2023 2022 Customer Centricity 52

Magellan Solutions

OCTOBER 4, 2023

Its primary objective is to reduce customer management expenses. 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.

Social Media 52

Social Media Average Handle Time Customer Satisfaction Call Recording 52

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

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.

Interaction 62

Interaction Call Recording 2023 Blog 62

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.

Call Recording 52

Call Recording Call Center Customer Relationship Management Customer Relationships 52

Talkdesk

MAY 3, 2017

They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. Teleopti – Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

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

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

ChurnZero

NOVEMBER 11, 2020

What happens when your Customer Success Mangers have to manage 40-100 customers each? Now rep and managers can spend more time with their customers, have the data to analyze where their risk lies, and strategically spend time with those customers who have the higher churn risk. What does this look like in action?

Call Recording 85

Call Recording Customer Success Customers Leadership 85

Strativity

MARCH 30, 2020

This includes network connectivity, agent desktop, Workforce Management tools, call recording, CRM, and more. Workforce Managers must apply creativity to managing their teams and be willing to serve the needs of their staff. Use those insights to deliver amazing experiences during future interactions.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

UJET

DECEMBER 17, 2020

For buy-online, pick-up in-store orders, the virtual agent can supply human staff with crucial customer insights for more natural customer handoffs from virtual to human agents. NLP software can also identify agents who may need more training and help managers gain better insights into where skills can be advanced.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

UJET

DECEMBER 17, 2020

For buy-online, pick-up in-store orders, the virtual agent can supply human staff with crucial customer insights for more natural customer handoffs from virtual to human agents. NLP software can also identify agents who may need more training and help managers gain better insights into where skills can be advanced.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

CSM Magazine

FEBRUARY 12, 2020

If managers treat employees well, they will pass the treatment onto customers. If you know your customer’s needs and track their trends, you gain vital insights. Some tool examples include, Customer Relationship Management (CRM). Call Recordings. You need to manage and guide workers with positivity.

Customer Experience 52

Customer Experience Call Recording Poor Customer Service Omnichannel 52

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. Get Managers and Team Leaders Involved. .” — Pat Riley (former NBA coach).

Customer Service 40

Customer Service Call Center Call Recording Consumers 40

Playvox

OCTOBER 27, 2021

Consider role-playing and, once your agents have some successes under their belt, play call recordings or view transcripts of successful examples of cross-sells and upsells. What reporting changes are needed to provide timely program insights? Do we need a system to help motivate agents and manage incentives?

Contact Center 52

Contact Center Call Recording Sales Interaction 52

Stella Connect

MARCH 5, 2018

This customer feedback flows in real-time into streams and dashboards that Gear Geeks and their managers’ have open in front of them throughout the day. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week. Call recordings or chat / email transcripts are then pulled and reviewed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

This customer feedback flows in real-time into streams and dashboards that Gear Geeks and their managers’ have open in front of them throughout the day. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week. Call recordings or chat / email transcripts are then pulled and reviewed.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. About the Author.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings. Pick up the phone and call a customer.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Inbenta

MAY 7, 2021

The best call centre software has stacks of innovative features to keep both customers and agents happy, such as: IVR (interactive voice response) Call recording Performance evaluation Speech analytics Technical support. Social media offers lots of possibilities for customer interaction and insight.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

Talkdesk

MAY 31, 2017

Talkdesk call statuses are also now integrated with Omni-Channel Supervisor, allowing managers to view timelines of agent statuses and durations from within Salesforce. This real-time look at agent activity provides insights into how teams are spending their time and can reveal opportunities for workforce optimization.

2017 40

2017 Call Center Call Recording Customer Satisfaction 40