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

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

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Predictive dialers use algorithms to reduce wait times for agents and customers on the line.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Avaya

AUGUST 24, 2016

In pursuit of this goal, Common has been a long-time user of Avaya IP Office ™ with Avaya Contact Center Select. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. –supporting our long-term focus on regulatory compliance and business security.

Tools 40

Tools Call Recording Contact Center e-support 40

AWS Machine Learning

DECEMBER 21, 2023

As per the Forrester report, The State Of Customer Obsession, 2022 , being customer-first can make a sizable impact on an organization’s balance sheet, as organizations embracing this methodology are surpassing their peers in revenue growth. Refer to Supported Regions to learn more.

Contact Center 94

Contact Center Call Center e-support Knowledge Base 94

Avaya

JANUARY 26, 2018

Financial services institutions—specifically investment firms, credit institutions and trading venues—are subject to MiFID II, including companies that are headquartered outside of the EU but do business there ( for a more thorough overview, see this blog by industry analyst Sheila McGee-Smith ). Recording Regulations: Raising the Bar.

Financial 51

Financial Contact Center Call Recording Communication 51

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Interview customers. Back To CX Accelerator Blog

Survey 345

Survey Social Media Contact Center Call Recording 345

Talkdesk

AUGUST 24, 2017

For telephony providers like Talkdesk, the digitization of phone calls has proven to be a complicated process in regards to PCI compliance. We’ll detail the process of using a custom storage bucket in another post soon, but if you’re looking for a quick overview, you can consult Talkdesk’s Knowledge Base.

Contact Center Software 41

Contact Center Software Contact Center Call Recording Knowledge Base 41

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Interview customers. Back To CX Accelerator Blog

Survey 182

Survey Social Media Contact Center Call Recording 182

BirdEye

MARCH 1, 2024

According to a recent Birdeye study, a whopping 74% of customers say that a positive experience is a key factor that encourages them to stick with a business. So, if you’re looking to keep your customers coming back, ensuring your call-forwarding game is top-notch is an excellent starting point.

Customer Service 57

Customer Service Multi-Channel Call Recording System 57

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service.

Data 59

Data Customer Service How To Contact Center 59

NICE inContact

JULY 27, 2016

I did not (at least not in any detail), so I looked it up recently, when I started thinking about this blog…. It’s a general finding in the contact center industry: customers are growing more exigent. That being so, what can you do to improve customer service? The Oracle at Delphi.

Contact Center 123

Contact Center CRM Call Recording Report 123

SmartKarrot

SEPTEMBER 24, 2020

NPS cheerleaders and customer experience experts are monitoring improvements, setting benchmarks, and doing whatever it takes to improve NPS customer service. Read on the following blog to unearth 10 such ways to improve the NPS score in no time. Additionally, do some analysis of your call records.

Net Promoter Score 10

Net Promoter Score NPS Call Recording Feedback 10

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations.

Engagement 106

Engagement Contact Center Call Recording Trends 106

BirdEye

DECEMBER 26, 2023

VoIP services, in response, offer a solution by improving lead conversion rates, enhancing customer experience , and boosting business productivity and brand loyalty. The right VoIP service provider can help you turn every call into a business opportunity. Table of contents What is VoIP? What is a VoIP number?

Call Recording 109

Call Recording Video System Communication 109

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service. AI, Bots & RPA.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Avaya

JUNE 18, 2018

Watch our webinar “How Your Contact Center Can Help You Comply with the New General Data Protection Regulation” to learn more about using Avaya Workforce Optimization to support your GDPR initiatives. Quality assurance has never been more important—and providing world-class customer service starts and ends with agent performance.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

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. has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

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. Both of these methods have severe limitations.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Pointillist

OCTOBER 22, 2018

Since CX professionals are just starting to wake up to the idea of applying AI to improve customer experience measurement, you’re probably not sure how or where to begin. Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Train Employees Utilizing CX Metrics Insights.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Natalie Petouhof

SEPTEMBER 26, 2016

The solution integrates with Google Apps for Work and with Office 365, with a user interface built to satisfy the needs of a modern workplace but without the typical costs of traditional enterprise, on-premise telephony systems.

System 40

System Communication Tools ROI 40