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Conversational Analytics: Powerful Data Behind Business Transformation

InMoment XI

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 260
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5 key trends that are impacting call recording in 2020

Eptica

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020.

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What is Quality Management Analytics?

NICE inContact

But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Imagine that your company just launched a new product or program.

Analytics 138
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Call Recording Software for Contact Centers

NobelBiz

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.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Moving to Cloud: A Must for Contact Centers

NICE inContact

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.

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What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

BlueOcean

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.