Kustomer

AUGUST 8, 2022

When it comes to QA , or quality assurance, a lot of analytical work is happening to ensure that the customer experience is as good as it can be. QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. Make Sure Your Agents Have the Resources to Improve. Ken Krogue, right?

Customer Service 98

Customer Service How To Call Center Contact Center 98

Avaya

JANUARY 26, 2018

To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders. Dealing on own account (takes place when a firm puts its own trading books at risk).

Financial 51

Financial Contact Center Call Recording Communication 51

Kustomer

JULY 16, 2020

When it comes to QA , or quality assurance, a lot of analytical work is happening to ensure that the customer service experience is as good as it can be. QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. Make Sure Your Agents Have the Resources to Improve.

Customer Service 52

Customer Service How To Call Center Contact Center 52

AWS Machine Learning

MAY 7, 2024

The recording is transcribed to text using Amazon Transcribe and then processed using Amazon SageMaker Hugging Face containers to generate the meeting summary. If you prefer to generate post call recording summaries with Amazon Bedrock rather than Amazon SageMaker, checkout this Bedrock sample solution.

Meeting 102

Meeting Resources Call Recording Training 102

NobelBiz

JUNE 26, 2023

Key Components of Call Center Infrastructure Even among the industry professionals themselves, few are those that truly understand the complexity of building a competitive call center infrastructure. Of course, not even the most advanced technology cannot run a contact center by itself (yet?).

Call Center 52

Call Center Contact Center CRM Social Media 52

AWS Machine Learning

NOVEMBER 22, 2023

You marked your calendars, you booked your hotel, and you even purchased the airfare. Learn how to utilize your datasets using Amazon SageMaker and Amazon Bedrock as well as popular frameworks like PyTorch with AWS compute, storage, and analytics. Yes, the AWS re:Invent season is upon us and as always, the place to be is Las Vegas!

Innovation 113

Innovation Training Contact Center Data 113

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74