Pointillist

NOVEMBER 11, 2019

Integrate Structured Data with Unstructured Data Advanced customer journey analytics platforms integrate structured customer interaction data from your website, CRM system and other sources with your unstructured data from IVR systems, web chat transcripts, audio call recordings etc.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Clarabridge

AUGUST 15, 2017

Advanced technology, such as Clarabridge, can help you transcribe 100% of your call recordings, along with integrating voice data with chat logs, agent notes, emails, social interactions, CRM data and more for multi-channel visibility. If you are caught unaware by an emerging issue, it impacts both hold times and call durations.

Contact Center 45

Contact Center Self Service Multi-Channel First Call Resolution 45

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. banking) are an obvious choice. Online services (e.g.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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

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. But how secure are they?

Contact Center 52

Contact Center Call Center Call Recording Report 52

NobelBiz

AUGUST 11, 2022

Key information (activity, location, prior purchases, outstanding bank balances, and so on) is displayed at a glance to handle any customer concerns as fast as possible and to further enhance and personalize the customer experience. This greatly simplifies client satisfaction.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

NobelBiz

FEBRUARY 22, 2022

Among the advantages to your contact center agent workflow are: • The use of predictive calls to decrease and manage the average handling times (AHT) ; • The capacity for supervisors to listen in on calls; • Call recording to ensure that critical points are not forgotten; • The option to put callers on hold temporarily.

Contact Center 52

Contact Center Telecommunications Call Center System 52

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

Magellan Solutions

JULY 15, 2021

On top of that, the financial sector is so diverse like banks, lending companies, mortgage firms, etc. . They helped the organization listen to call recordings. Until they perfectly refined their calling strategy to maximize positive results. That way, they made some changes based on prospects’ feedback.

Call Center 40

Call Center B2B Sales Retail 40

Verint

MARCH 8, 2018

As the world grows more complex, compliance regulations have made recording more important than ever. However, recording today involves far more than capturing calls—we must also include IM, video, desktop screens, app/screen sharing, white boarding, file transfer, SMS and other types of electronic communication.

Policies 36

Policies Communication Video Data 36