ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. ViiBE makes it easy to organize your call center and to track improvements.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Talkdesk

AUGUST 24, 2017

What we suggest as the best way to minimize PCI compliance risk for companies that absolutely need to collect payment information on Talkdesk calls is to set up a custom storage bucket where the call recordings can be housed.

Contact Center Software 41

Contact Center Software Contact Center Call Recording Knowledge Base 41

Inbenta

MAY 7, 2021

Inbenta’s augmented agent solution integrates into call center software to streamline agent productivity with excellent speech-to-text functionality. Build a knowledge hub. Creating and maintaining a company knowledge base will make it easier for agents to look up solutions to the most common problems.

Customer Service 116

Customer Service Social Media How To Software 116

Talkdesk

FEBRUARY 16, 2017

For example, if a company wants to initiate automations to reduce after call work, Talkdesk makes the process as easy as selecting actions from a dropdown list — no need to contact Professional Services to make changes. When it comes down to it, your company’s call center software is at its best when it’s connected to other business tools.

Call Center 40

Call Center Software Self Service Call Recording 40

CSM Magazine

FEBRUARY 12, 2020

Call Recordings. Give them access to information about customer interactions. Some tool examples include, Customer Relationship Management (CRM). Screen Share Software. Cloud File Sharing. Real-time analytics. Smartphones and other Communication Devices. The proper tools do not always have to be material items.

Customer Experience 52

Customer Experience How To Call Recording Poor Customer Service 52

AWS Machine Learning

SEPTEMBER 19, 2023

Prompt the LangChain agent to perform sentiment analysis on the earnings call recordings What is the sentiment around inflation in Amazon's earnings call? Sentiment Analysis Tool Amazon Comprehend AWS Lambda Amazon S3 The sentiment of mentions of 'inflation' in the Amazon earnings call transcript is negative.

Financial 109

Financial Multi-Channel Marketing Analysis 109

CSM Magazine

NOVEMBER 15, 2019

If you prefer calling your clients to email, a good practice would be to record these calls and review them later or use as references for future uses. The good thing about it is that there are tens of useful automatic call recorders on the market today including Twilio and RingCentral.

CRM 40

CRM Sales How To Effort Score 40

AWS Machine Learning

MAY 7, 2024

If you prefer to generate post call recording summaries with Amazon Bedrock rather than Amazon SageMaker, checkout this Bedrock sample solution.

Meeting 113

Meeting Resources Call Recording Training 113

NobelBiz

MAY 21, 2024

Call Queue Management Effective call queue management minimizes wait times and ensures that customers are attended to promptly, reducing frustration and enhancing the overall customer experience.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

AWS Machine Learning

DECEMBER 21, 2023

This allows you to use natural language with a conversational chat interface to perform tasks such as creating novel content including narratives, reports, and blog posts; summarizing notes and articles; and answering questions from a centralized knowledge base—all without writing a single line of code.

Contact Center 99

Contact Center Call Center e-support Knowledge Base 99

NobelBiz

NOVEMBER 6, 2023

Email Routing Automation: Automatically categorizes and routes incoming emails to the appropriate agents based on predefined rules. Knowledge Base Systems: These automated systems store and retrieve information to assist agents in providing consistent and accurate responses to customer inquiries.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

SurveySparrow

FEBRUARY 20, 2020

Blended Call Centre. Call Recording. Call Scripting. Well, the most reliable attributes of Zendesk remains ticket raising and auto-fill forms that help resolve issues during a call and knowledge base that helps customers use the solution efficiently. Call Logging. Call Recording.

Software 96

Software Self Service Customer Service Multi-Channel 96

Upstream Works

DECEMBER 11, 2018

Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service. The technologies required to support the demand for self-service include kiosks, chatbots, contact center knowledge base, and video. Dedicated Desktop and Customer Journey Management.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Collect Important Support Data.

Customer Experience 72

Customer Experience Self Service CRM Call Recording 72

Win the Customer

JUNE 5, 2017

Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business. Create customer service guidelines. But each channel may need its own guidelines.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

SurveySparrow

APRIL 22, 2020

Streamline your workflow with help of features like a self-service portal, automatic ticket creation, blended call centre, customer history, call recording, interaction tracking, real-time chat ad knowledge management. The detailed insightful reports of Groove needs a special mention.

Self Service 52

Self Service Software Multi-Channel Knowledge Base 52

ChurnZero

JANUARY 28, 2022

For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. On a more tactical level, make it a priority to maintain your learning resources such as knowledge bases, how-tos, FAQ’s, and hot tips. Because as they say, the only constant in life is change. Plan accordingly.

Software 98

Software How To Feedback Training 98

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Collect Important Support Data.

Customer Experience 63

Customer Experience Self Service CRM Call Recording 63

Pointillist

NOVEMBER 11, 2019

Integrate Structured Data with Unstructured Data Advanced customer journey analytics platforms integrate structured customer interaction data from your website, CRM system and other sources with your unstructured data from IVR systems, web chat transcripts, audio call recordings etc. Forrester What does this mean for your call center?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

CSM Magazine

SEPTEMBER 26, 2022

For Dynamic Calling solutions, Klenty has plenty to offer. From streamlining cold calls to reps and managing all of them.The best part is that it has State-of-the-Art call recording and capabilities with its “Action Replay” feature for clarity in resolving.

Sales 52

Sales Tools Call Center CRM 52

ProProfs Chat

JANUARY 29, 2020

Multi-Channel Customer Service can be a combination of platforms including phone, email, live chat, social media, or self-service channels like FAQs, knowledge base, forums, online communities, or more. Review Chat Logs, Emails & Call Recordings. But why does this multi-channel customer experience matter so much?

Multi-Channel 98

Multi-Channel Customer Service Social Media Self Service 98

ChurnZero

JANUARY 28, 2022

For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. On a more tactical level, make it a priority to maintain your learning resources such as knowledge bases, how-tos, FAQ’s, and hot tips. Because as they say, the only constant in life is change. Plan accordingly.

Software 52

Software How To Feedback Training 52

CSM Magazine

APRIL 10, 2020

If you have your own training system, you can post training materials, videos, texts, presentations, call records and images directly on the portal. One of the most important stages in the recruitment of new employees is their training and adaptation. Split the courses into sections for easy navigation.

System 52

System Management CRM Call Recording 52

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Having a product knowledge base handy often helps. This is due to the underlying infrastructure, channel and process silos.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Having a product knowledge base handy often helps. This is due to the underlying infrastructure, channel and process silos.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

AWS Machine Learning

NOVEMBER 27, 2023

In a contact center, agents spend precious time after each call manually summarizing notes, which can impact their productivity and increase call wait times. CFAQ simplifies bot development by eliminating the need to manually create intents, sample utterances, slots, and prompts to handle a wide range of frequently asked questions.

Self Service 96

Self Service Contact Center Analytics Effort Score 96

CSM Magazine

JUNE 27, 2022

More importantly, what was the customer’s demeanor at the end of the phone call? Businesses can use call recording software for sales teams to help train staff, resolve issues, and improve customer experiences. Analyze call volume at different times of day to determine when you need more reps. Be Mindful Of Hold Times.

Customer Experience 52

Customer Experience Social Media Customer Service Representative Call Center 52