Eptica

MARCH 11, 2020

Selon une étude de l'ARCEP, du CGE et de l’Agence du numérique menée en 2018, 75% des Français possèdent un smartphone et, plus généralement, 94% de la population dispose d’un téléphone mobile. Un tel constat ne fait que démontrer la place centrale qu’occupe le téléphone dans notre quotidien.

Self Service 75

Self Service Call Recording Communication Analytics 75

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. Compliance and regulatory issues have been major factors in the adoption of call logging and the practice of recording all interactions.

Management 29

Management Contact Center Call Recording Employee Engagement 29

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction.

Financial 51

Financial Contact Center Call Recording Communication 51

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. These capabilities are increasingly important as organizations seek to make many of their WFH policies permanent.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Helen Dewdney

JUNE 20, 2023

Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution service to help sort out unresolved customer complaints about service providers within the rail industry. The rail service provider sent a hamper and some national rail vouchers.

Travel 78

Travel Consumers Transportation Training 78

CSM Magazine

DECEMBER 12, 2019

According to UK Finance (the collective voice for the UK banking and finance industry representing more than 250 firms across the industry), the theft of personal and financial data through social scams and data breaches was a major contributor to fraud losses in 2018. in 2016 and dipping well below 40% (36.7%) in 2018.

Contact Center 52

Contact Center Call Center Call Recording Report 52

Vonage

MARCH 26, 2018

For brands to compete – and win – in CX in 2018 and beyond, inside sales reps must focus on making strong emotional connections with prospects, and they must understand and document the emotions that are likely to drive the prospect to purchase.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Talkdesk

FEBRUARY 20, 2019

In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown. In fact, SICOM technology is used in 30,000 restaurants in 62 countries.

Omni-Channel 47

Omni-Channel Contact Center Call Recording CRM 47

Avaya

JUNE 18, 2018

GDPR went into effect in May 2018 to protect European Union (EU) citizens’ data and privacy. It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data. Comply with GDPR. By now I’m sure you’re aware of the new General Data Protection Regulation better known as GDPR.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

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). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

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). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40