NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. Your Contact Center represents the front line to your constituents and customers. Cloud allows you to activate features with incredible ease.

Contact Center 159

Contact Center Call Recording ROI Report 159

NICE inContact

JANUARY 24, 2019

You can route calls based on geography, real-time call center KPIs such as current service level, and other criteria. . Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent. . appeared first on NICE inContact Blog.

Self Service 152

Self Service Contact Center e-support Call Center 152

Talkdesk

MAY 11, 2015

Over the years, call center software technology has made considerable strides. These technological advances have allowed both call center managers and agents to optimize their performance, giving way to better business outcomes and ultimately increasing profit. You’re unable to listen to live calls or barge into calls.

Call Center 40

Call Center Software Average Handle Time Call Recording 40

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. Speech Analytics.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. There are a plethora of reasons to record your calls and digital interactions. For most contact centers, without call recording, there is no quality management.

Call Recording 136

Call Recording Contact Center Call Center Transportation 136

NICE inContact

NOVEMBER 14, 2019

To assess an agent’s performance, contact center supervisors listened to calls or call recordings to make a judgement of what the agent was excelling at and what he/she needed to improve on. We’re able to leverage and almost guarantee service levels on specific skills,” notes Laird.

Contact Center 24

Contact Center Call Recording Call Center Analytics 24

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

SmartKarrot

APRIL 20, 2023

The grave mistake business do is assume that call intelligence is just about recording and monitoring calls. But in reality, it is about using advanced AI to analyze vast amounts of data from your inbound and outbound calls. Train employees: Call recordings can be used as training tools for new or existing employees.

Call Center 10

Call Center Analytics Call Recording Analysis 10

Talkdesk

JANUARY 31, 2018

To add another level of information about customer interactions, Talkdesk added a short quantitative survey called Mood to our Sentiment suite of tools to track the agent’s feedback. Voice Analytics. Call Recordings. That’s why Talkdesk allows customers to record calls.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

BirdEye

DECEMBER 26, 2023

The right VoIP service provider can help you turn every call into a business opportunity. Read this blog post to learn more about VoIP services and pick the best VoIP service for your business. You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. What is a VoIP number?

Call Recording 109

Call Recording Video System Communication 109

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Best Metric: CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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 91

Contact Center Call Center e-support Knowledge Base 91

Upstream Works

DECEMBER 11, 2018

Digital transformation isn’t new – we’ve been moving towards digital engagement and seeing a reduction in phone calls for years. Call Centers and call center software underwent a transition to Multichannel Contact Centers when they started to add contact methods like email. www.upstreamworks.com.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Verint

SEPTEMBER 1, 2017

By simply paying a little more attention to your solutions, you may well find new ways to improve your day-to-day productivity—and the state of mind of many people in your contact center.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

OpinionLab

JANUARY 14, 2019

OpinionLab then applies real-time analytics, text analytics, and creates visualizations and alerts that identifies actionable insights and gets those insights to the right people. OpinionLab’s word of caution to the market (related to competitive approaches to digital CX like ForeSee’s): Don’t confuse feedback with measurement.

Analytics 60

Analytics Measurement Call Recording Feedback 60

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. Use AI-based Text Analytics to Analyze Customer Feedback.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40