Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

2021 123

2021 Blog Customer Service 2022 123

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here. Published on: October 02, 2020.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. Published on: April 23, 2021.

Call Recording 72

Call Recording 2021 ROI Innovation 72

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? At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. Will analytics really help your quality management program?

Management 64

Management Contact Center Call Recording Webinar 64

Magellan Solutions

MAY 12, 2023

Increased Productivity A virtual answering service can free up time for employees and managers, allowing them to focus on more important core business activities. Virtual answering services have dedicated remote receptionists who answer customers’ phone calls on behalf of small businesses.

Call Recording 59

Call Recording Average Handle Time Insurance Government 59

Talkdesk

JULY 16, 2019

What is Performance Management? 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.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

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. 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

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

Playvox

APRIL 21, 2023

Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Guest Post: Emotive CX for Customer Interaction.

Call Recording 113

Call Recording 2020 Innovation Interaction 113

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

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

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

Eptica

APRIL 30, 2021

Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. Based on a recent Call Centre Helper webinar, our latest post explains what emotional intelligence is, techniques to focus on, and how it can benefit your contact centre team.

Call Recording 72

Call Recording 2021 Webinar Customer Satisfaction 72

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

Avaya

AUGUST 24, 2016

Founded in 1962, Common has been delivering best-in-class accounts receivable management programs throughout Canada for decades. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

Experience Investigators by 360Connext

OCTOBER 17, 2023

Don’t be afraid of leveraging goals like “Full implementation of a new AI-powered Customer Relationship Management (CRM) system.” Your leaders might never interact with a CRM system or understand its importance. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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

JUNE 10, 2021

Make internal knowledge easily available – move away from “knowledge management” and towards “knowledge sharing”. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. About Calabrio.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Manage complex call flow designs.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Contact Center 55

Contact Center Call Recording Interaction Insights 55

CSM Magazine

JUNE 24, 2021

Connectedness benefits everyone, from customers and customer service management to agents themselves. Modern unified WEM solutions capture every customer interaction while providing a comprehensive view of things that affect customer service – such as agent engagement levels or whether behind-the-scenes processes are holding them back.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

Magellan Solutions

OCTOBER 4, 2023

Magellan-Solutions has a team of trained staff who can handle calls in other languages such as German, French, Italian, Spanish, Japanese, Thai, Korean, Bahasa, and Indonesia/Malaysia. Interactive Voice Response System This automated telephone system efficiently collects essential customer information without human involvement.

Social Media 52

Social Media Average Handle Time Customer Satisfaction Call Recording 52

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. Centralise Staff Management Achieving more and regretting less is only possible when organisations can see the big picture.

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

Talkdesk

APRIL 8, 2020

The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

Contact Center 69

Contact Center 2014 Call Recording Call Center 69

Inbenta

AUGUST 17, 2021

In turn, it will respond with a voice of its own without the need for human interaction on its end. Build natural voice experiences that offer customers a more intuitive way to interact with your chatbot. Build natural voice experiences that offer customers a more intuitive way to interact with your chatbot. Audiocodes.

Customer Service 94

Customer Service Competitive Advantage Call Recording Interaction 94

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. Here are a few ideas to getting started: 1.

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? Is it agent availability? Is it agent knowledge?

Call Recording 52

Call Recording 2023 2022 Customer Centricity 52

Talkdesk

JANUARY 2, 2020

Managing Resources: engaged and empowered staff. By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today. ” – Senior Manager of Member Support, Media Industry?. ” – Operations Manager. Intelligent self-service.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

Talkdesk

APRIL 21, 2020

To help you do this, we compiled a list of 10 tips for contact center etiquette excellence you should be aware of when interacting with customers trying to navigate today’s uncertainty. These simple tips will go a long way in interacting with the caller in a positive and professional manner. Be cheerful, remain calm and speak clearly.

Customer Experience 58

Customer Experience Contact Center Call Recording Call Center 58

Gainsight

FEBRUARY 21, 2023

It’s a balance of high-touch and digital-touch interactions. Examples of such processes could include a streamlined way of saving transcripts of customer call recordings to your centralized customer notes. Customer success (CS) is a multifaceted discipline. It’s both art and science.

Customer Success 52

Customer Success Multi-Channel Webinar Call Recording 52

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. There are different types of call centers.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Eptica

APRIL 19, 2023

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).

2023 113

2023 Call Recording Blog Article 113

Playvox

JUNE 10, 2022

Supervisors should have the following coaching tools in their toolkit: Demonstration calls Self-coaching through review of interactions Role playing Skillset checklists. Or have the agent evaluate one of your customer interactions. Record, Listen to, and Evaluate Your Coaching Sessions.

Contact Center 69

Contact Center Sports Average Handle Time Webinar 69

Inbenta

MAY 7, 2021

In e-commerce it can be harder to build a relationship with customers because there’s no face-to-face interaction. Remember that speed and efficiency are key, whichever medium you’re using to interact with the customer. A dedicated customer service software can store all your customer interactions, regardless of platform.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

CSM Magazine

MAY 24, 2021

According to a recent survey by GoDaddy, 78 percent of customers say that competent customer service reps are critical in creating a satisfactory interaction. Whether you’re operating a call center or are an entrepreneur with a small start-up, what are the strategies you can use to generate the maximum benefit from your phone inquiries?

Call Recording 52

Call Recording Call Center Customer Relationship Management Customer Relationships 52