NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

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. Cloud allows you to activate features with incredible ease. Your Contact Center represents the front line to your constituents and customers.

Contact Center 159

Contact Center Call Recording ROI Report 159

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

APRIL 20, 2020

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it.

Call Recording 52

Call Recording Contact Center Software CRM 52

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this.

Contact Center 130

Contact Center Call Recording Management Healthcare 130

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. Tailor for your company and each persona.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Survey 182

Survey Social Media Contact Center Call Recording 182

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. What is a call queu e ? appeared first on NICE inContact Blog.

Self Service 152

Self Service Contact Center e-support Call Center 152

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. They remove the guesswork for companies and help pinpoint areas for improvement. Here are 30 important metrics you can track to ensure your call center achieves its goals.

Call Center 195

Call Center Metrics Self Service Effort Score 195

CSM Magazine

JUNE 10, 2021

These findings suggest that many companies are overlooking the value of the contact centre and the goldmine of insights it contains. Also, try to take a lead role in organising company-wide events, which get different departments mixing. Calculating the costs – how much money does the problem cost the company? A further 10.2%

Gamification 105

Gamification How To Call Recording Analytics 105

Thematic

JULY 15, 2024

Conversational analytics uses this data to extract insights from conversations using AI methods such as natural language processing (NLP) and machine learning. Here, we'll explain how conversational analytics works, the benefits and how to implement it in your business to improve customer experiences and make informed decisions.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

CSM Magazine

JUNE 23, 2022

ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. For more details visit the company website here: [link].

Call Recording 96

Call Recording Analytics Industry Training 96

NICE inContact

SEPTEMBER 13, 2019

Luckily, call center analytics software can help alleviate much of these compliance headaches. Many organizations still rely on compliance managers to manually review a sample of call center interactions each day to identify compliance issues and problems. With contact center analytics , help is on the way.

Contact Center 136

Contact Center Call Center Analytics Trends 136

BlueOcean

JANUARY 23, 2024

In today’s environment, many organizations are leaning toward a hybrid model – so, unless you are a fully remote company, space equals expense. A Gallup survey revealed that companies with reportedly low engagement had 35% to 75% higher turnover than those with high engagement. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NICE inContact

NOVEMBER 26, 2018

With help from Wikipedia, here is a useful definition: Outsourcing is an agreement in which one company hires another company to be responsible for an existing internal activity. Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

BlueOcean

NOVEMBER 6, 2019

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

UJET

JULY 7, 2020

Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Only 7% said their technologies were “well integrated.”

Engagement 106

Engagement Contact Center Call Recording Trends 106

SurveySparrow

JUNE 7, 2024

You guessed it – they have conversational analytics software. By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. That’s why conversational analytics software is crucial.

Analytics 52

Analytics Software Tools Analysis 52

Talkdesk

NOVEMBER 25, 2020

When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

UJET

JULY 7, 2020

Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Only 7% said their technologies were “well integrated.”

Engagement 96

Engagement Contact Center Call Recording Trends 96

AWS Machine Learning

MAY 7, 2024

If you prefer to generate post call recording summaries with Amazon Bedrock rather than Amazon SageMaker, checkout this Bedrock sample solution. Whenever he is not working, he enjoys doing physical activities, listening to podcasts, or reading books.

Meeting 130

Meeting Resources Call Recording Training 130

Upstream Works

DECEMBER 11, 2018

According to the Aberdeen Group, companies with a formal customer journey management program see a 54% return on marketing investment, reduced costs of customer service and 3.2 Analytics and Data Management. times greater revenue from customer referrals. www.upstreamworks.com.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). 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

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. Companies have had enough.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

Win the Customer

JUNE 5, 2017

And aside from happiness with working at home, companies can recruit top talent regardless of where they live to gain an edge over their competition. A tool like Service Wave Analytics displays insights from every customer service channel and conversation to get an accurate picture of what’s going on with your customers.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

BirdEye

DECEMBER 22, 2023

Small business phone systems have features like call forwarding, automatic call distribution, and conferencing capabilities. These functionalities streamline your operations, allowing for quick and effective communication both within the company and with clients. The service provider manages features and updates.

System 111

System Self Service Analytics Communication 111

AWS Machine Learning

JUNE 26, 2024

Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining. What are the biggest risks facing the company?

Data 134

Data Knowledge Base Financial Groups 134

ChurnZero

NOVEMBER 11, 2020

Customer Success (CS) has become a larger priority for many companies in the past five years as the shift to SaaS subscriptions has become the de facto standard for most license models, and customers can more easily switch vendors with little effort. What happens when your Customer Success Mangers have to manage 40-100 customers each?

How To 85

How To CRM Call Recording Analytics 85

AWS Machine Learning

OCTOBER 29, 2024

It also supports audio files so you have flexibility around the type of call recordings you use. Generated call transcripts and insights include conversation summary, sentiment, a list of logged actions, and a set of suggested next best actions.

Video 110

Video Sales Analytics Examples 110

Vonage

MARCH 26, 2018

But these days, companies seem more focused on outrunning and disrupting each other. NVM’s Conversation Analyzer is a speech analytics solution that enables businesses hone in on potential frustrations across their customer journey and focus on maximizing the moments that truly impact customer experience.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. The following diagram illustrates this solution architecture.

Contact Center 118

Contact Center Call Center e-support Knowledge Base 118

Pointillist

MARCH 1, 2019

However, customers usually escalate to voice calls when companies are unable to resolve issues through digital channels. In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

AWS Machine Learning

SEPTEMBER 19, 2023

The following are a few popular use cases: Smart reporting and market intelligence – AI can analyze various sources of financial information to generate market intelligence reports, aiding analysts, investors, and companies to stay updated on trends. It generates a SQL query using an LLM based on the question and queries the Athena database.

Financial 132

Financial Multi-Channel Marketing Analysis 132

SurveySensum

DECEMBER 30, 2024

Discover our list of the best CustomerGauge alternatives to fit your changing companys current (and emerging) CX needs. Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

ECXO

MARCH 24, 2024

Several companies are now analyzing whether to go full power on AI, and others believe it’s still not the moment as it’s clear that there is much more to come. With AI-powered technology, companies can create a seamless, personalized experience that fosters brand loyalty, enhances customer satisfaction, and drives business growth.

Customer Experience 156

Customer Experience Social Media Loyalty Analysis 156