Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Why should you record? There are a plethora of reasons to record your calls and digital interactions. Call Analytics.

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. Luckily, call center analytics software can help alleviate much of these compliance headaches. With contact center analytics , help is on the way.

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Moving to Cloud: A Must for Contact Centers

NICE inContact

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated.

5 Strategies for Improving Call Center Coaching Sessions

NICE inContact

Every contact center manager wants a team of agents that perform at optimum levels. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. If your contact center records calls, find an exact interaction to illustrate your position and play it back for the agent.

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

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

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

BlueOcean

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure.

What is Call Center Performance Management?

Talkdesk

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The post What is Call Center Performance Management?

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center

Talkdesk

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?

NICE inContact

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Call recording?

Add Mindfulness to Your Contact Center WFO and IVR Strategies

Verint

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.

6 Contact Center Features That Make Customer Experience Effortless

Talkdesk

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Call Recordings. Blog Call Center

What is Call Quality Monitoring?

NICE inContact

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Talkdesk by Role: Contact Center Admins

Talkdesk

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. Want to create a task in Salesforce to follow up on all abandoned calls?

Talkdesk by Role: Contact Center Admins

Talkdesk

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. Want to create a task in Salesforce to follow up on all abandoned calls?

Talkdesk by Role: Contact Center Admins

Talkdesk

Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. Want to create a task in Salesforce to follow up on all abandoned calls?

The Talkdesk Difference: Contact Center Reporting

Talkdesk

Today’s customers make important buying decision in split seconds and companies need to utilize real-time contact center reporting to keep up. These dashboards can display information on more than 15 contact center metrics in any desired time frame. Call Center

Talkdesk by Role: Contact Center Agents

Talkdesk

For customers and prospects in your contact center, agents are the voice of your company. This all starts before a call is even made or received. This helps give the agent the right context so they can get the call started off on the right foot. Call Center Talkdesk

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track.

New Integration: inContact Agent for Oracle® Service Cloud

NICE inContact

It’s a general finding in the contact center industry: customers are growing more exigent. Your agents can use an interface they are familiar with to handle contacts, which reduces the need for training and declutters the agents’ desktop.

Expivia Leverages Workforce Intelligence to Gain Visibility of Their Contact Center Operations

NICE inContact

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

The Top 3 Contact Center Talent Priorities in 2018

Talkdesk

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. All of these agent management activities can be handled easily by a contact center admin with just a few clicks.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center.

How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

Avaya

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.

What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. If any of these situations hit close to home, you should consider incorporating analytics into your quality program: Your evaluators know the type of interaction they want to evaluate – but like Goldilocks, they tediously listen to multiple call recordings before they find the “right” one.

Experts Share the Value of Evolving Quality Programs with Automation

Verint

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers. In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help.

Automated Quality Management Drives Objective Evaluations, Job Satisfaction

Verint

In 2018, the contact center industry will be all about automation. The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry, and likely the global contact center industry.

5 Ways to Cut Costs in the Contact Center

Clarabridge

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too.

Empower Your Employees with More Data, More Automation

Verint

Should all recorded calls be autoscored? Contact Centers Customer Satisfaction Customer Service Customer Experience customer engagement optimization employee engagement Call Centers Quality Management Data Quality automation customer engagement customer focus contact center call recording call center quality management software

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Curious How Analytics Can Impact Your Quality Management?

NICE inContact

If you’ve experienced the following situations in your organization, incorporating: Your evaluators know the type and length of interaction they want to evaluate — but tediously listen to multiple call recordings to find the “right” one. When your contact center is stuck in a plateau, analytics can deliver undetected insights that help you identify where and how to improve your customer experience.

What is Call Queuing and Why Does It Matter?

NICE inContact

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. 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.

The Essential Guide to Customer Service Outsourcing

Magellan Solutions

Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . Grow your support coverage – Every call is an opportunity to create a great impression to customers.

SICOM Serves 30,000 Restaurants More Effectively with Talkdesk and Salesforce

Talkdesk

In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown. Call Center Customer Win

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

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.

Introducing AppConnect Launch Partners

Talkdesk

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings.

Talkdesk App Dash Recap #1

Talkdesk

Their goal is not only to increase the amount of calls, but also also the quality of the calls. Rich illustrated Autoreach’s Salesforce integration, demonstrating how a customer can customize lists, settings and time between calls to maximize efficiency of outbound dialing.

How Talkdesk Stays on Top of PCI Compliance

Talkdesk

For telephony providers like Talkdesk, the digitization of phone calls has proven to be a complicated process in regards to PCI compliance. You can also click the button below to set up a call with a Talkdesk expert to discuss a solution that will work for you company.

The Talkdesk Advantage: Intelligence for Your Agents and Customers

Talkdesk

The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. Call Center

Talkdesk App Dash Recap #1

Talkdesk

Their goal is not only to increase the amount of calls, but also also the quality of the calls. Rich illustrated Autoreach’s Salesforce integration, demonstrating how a customer can customize lists, settings and time between calls to maximize efficiency of outbound dialing.

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

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.

Customer Experience Management in 2019

Upstream Works

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service.