5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Why is your customer calling? Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Understand why customers are calling.

Getting the Most from Call Recording Technology

Customer Interactions

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings

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How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line


In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services.

New Integration: inContact Agent for Oracle® Service Cloud

NICE inContact

It’s a general finding in the contact center industry: customers are growing more exigent. Your agents can use an interface they are familiar with to handle contacts, which reduces the need for training and declutters the agents’ desktop.

3 Best Practices for Boosting Your Outbound Results with the Cloud

NICE inContact

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Cloud Contact Center Solutions: Scalable and Cost-Effective.

5 Strategies for Improving Call Center Coaching Sessions

NICE inContact

Every contact center manager wants a team of agents that perform at optimum levels. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. If your contact center records calls, find an exact interaction to illustrate your position and play it back for the agent.

The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

Natalie Petouhof

They way it works is that Dialpad turns all of your devices into your business phone, letting you make high-definition calls over Wi-Fi or your carrier network from anywhere. The service is built on the WebRTC framework and runs on a redundant global network of nine data centers on four continents. After implementing Dialpad at just one large site, the global company reduced the site’s cost per minute of call time by double digits.

Best Customer Loyalty Practices – From Simple to Bizarre and Everything In Between


There are innumerable examples of customer service, where company representatives have gone above and beyond their call of duty to ensure customers’ happiness. Zappos has built a customer-first culture that encourages call agents to stay on the line as long as they think necessary , and this has resulted in some of the longest customer service calls in history. #2: Customer service doesn’t end at front desk or call center.

Why First Contact Resolution Is the King of Customer Service Metrics


First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. Contact the same brand channel again, or multiple channels? First, customers’ repeated attempts to resolve issues drive up contact center costs.

The Talkdesk Advantage: Intelligence for Your Agents and Customers


In fact, according to a study done by Accenture in 2016, 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases or knows their purchase history. Call Center

Why First Call Resolution is the Most Important Call Center Metric


By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track.