call-recording-call-center 
Vonage
AUGUST 30, 2017
Consumers expect data to be at companies’ fingertips – from accurate stock information to delivery dates and customer records. From self-checkouts to FAQ pages and call center IVR, consumers are more willing than before to try to solve their problems themselves. Consumers don’t expect to have to break this habit for a business.
Talkdesk
AUGUST 24, 2017
For telephony providers like Talkdesk, the digitization of phone calls has proven to be a complicated process in regards to PCI compliance. You can also click the button below to set up a call with a Talkdesk expert to discuss a solution that will work for you company. It might reduce risk, but not entirely.
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Talkdesk
AUGUST 15, 2017
The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Information from these calls can be used in plenty of other business processes to streamline activities and make more informed decisions.
Talkdesk
AUGUST 14, 2017
Talkdesk supervisors are in a truly unique spot — they need to be able to track high-level metrics, but still need the ability to jump into calls if necessary. Since a supervisor is primarily focused on managing the agents who are on calls with customers or prospects, let’s examine what Talkdesk offers from an agent management perspective.
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Talkdesk
AUGUST 9, 2017
Today’s customers make important buying decision in split seconds and companies need to utilize real-time contact center reporting to keep up. These dashboards can display information on more than 15 contact center metrics in any desired time frame. Supervisors.
Stella Connect
AUGUST 16, 2017
Method #1: Service Recovery Team Parachutes in When Calls Are Escalated. At this point, calls are flagged for service recovery. Most will end the call/chat/email interaction, move on to another brand (one of countless choices in the marketplace), and never do business with you again. I’m not happy with what I’m hearing.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. It can inspire and empower agents to make their next call better and more real for a refined customer experience.
Speaker: Vicki Brackett, Author and COO of Sinousia
The most important asset of any call center are the employees. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. This can be hard to do.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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