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Writing means you aren’t left on the ‘phone waiting to get through to people at call centres where a lot of other issues come into play too! Recording calls & the Law. The guidance you get may be after you have made the call when it is too late. MORE
Call recording? Advantages of the Cloud Call Center Best Practices Call Center Compliance Contact Center Trends & Insights Customer Experience General NICE inContact CXone Workforce Optimization MORE
The FSA announced yesterday the expansion of its call recording requirements to cover all relevant mobile phone conversations. This constitutes the expected extension to “the taping rules” (PS08/1, effective since March 2009) that require the recording and archiving of all voice and electronic communications dealing with orders, negotiation or arrangement of transactions in the financial services industry. It’s now official. MORE
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. MORE
“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. MORE
Agents can handle inbound and outbound voice calls, voicemails, callbacks, chat interactions and work items in the same interface (read: no more ALT+TAB between different application windows). The Oracle at Delphi. Do you know what an oracle is? MORE
As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. MORE
Contact center teams have been evaluating call recordings for quality for years now. This offers your contact center the flexibility to introduce automation at your own pace, while providing visibility into the large volume of calls that have been recorded but have previously gone unheard. 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. MORE
Digital transformation isn’t new – we’ve been moving towards digital engagement and seeing a reduction in phone calls for years. Call Centers and call center software underwent a transition to Multichannel Contact Centers when they started to add contact methods like email. MORE
The company’s existing platform was no longer meeting the needs of the growing business, so it brought in Verint Workforce Optimization and Analytics solutions, including Verint Call Recording , Verint Quality Management , Verint Workforce Management and Verint Speech Analytics. MORE
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. MORE
Current quality management best practices dictate the review for scoring of a small percentage of random calls for each agent, typically less than ten percent. Also, if a new agent is having problems in his or her job, it often takes months of reviewing random calls to accurately discover the root of the problem. In the meantime, the agent continues to struggle through each call. percent of our survey respondents currently own a call logging solution. MORE
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. MORE
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. Waiting until after information is recorded before taking action can be risky. MORE
If you’re looking to improve your results, here are three best practices to consider implementing for outbound dialing: #1: Utilize No Pause, Predictive Dialing: You might assume that simply making more calls is the answer for increasing sales. MORE
Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed. MORE
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. MORE
There are a ton of features that we love: custom numbers that help us track our ads, custom IVRs, call recording, live reporting, call monitoring, call queue, non-business hours forwarding. MORE
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. MORE
Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. From customer satisfaction surveys, voice call recording reviews, incoming request reports, and more, this data can improve the customer support experience. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat. MORE
Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. MORE
I decided to buy a new TV. Not that I really needed one, but my 32’’ set seemed awfully small next to my neighbor’s slick 50’’ panel. I had done my necessary online homework, went through the dazzling selection of brands, then narrowed it down through display sizes, high-definition (HD) technologies, resolution, contrast and a dozen other terms I’ve since forgotten. Of course, I researched price as well. MORE
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 softwareThe recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. MORE
Why is your customer calling? Understand why customers are calling. Understanding what types of calls are coming allows management to create training and best practices for the most common scenarios. Most contact centers sample 1% or less of their total call volume. MORE
Data about the interaction is also automatically exchanged between the contact center and CRM systems, for example inserting call recordings and email and chat transcripts into the CRM record for future reference and reporting. Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. MORE
Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area. MORE
Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. Adherence to PCI security and compliance standards, ensuring Common maintains call quality compliance with the five major financial regulations in Canada and two in the U.S.–supporting MORE
One of the most exciting projects that I am working on right now is the IETF (Internet Engineering Task Force) draft for the standardization of session recording interfaces. The main idea behind this work is to take the opportunity – while almost all major telephony vendors are working on session initiation protocol (SIP)-based recording interfaces for their new SIP-based voice over Internet Protocol (VoIP) telephony systems – to create an interoperable standard for call recording MORE
This process will maximize the control a customer has over the call data and minimize the risk of a PCI compliance failure. Before we go into the process in depth, it’s important to clarify what this custom storage will mean for your call recordings. Call Storage. MORE
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. Advantages of the Cloud Call Center Best Practices Customer Experience Workforce OptimizationHave you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? MORE
Call handle times have been reduced, resulting in cost savings. Incorporating CXone’s call recording capability with its own systems has enabled MSI to not only record calls but also to append recordings to customer records and to mask sensitive policyholder financial information within calls—all critical compliance tools for the company. Advantages of the Cloud Call Recording Customer Experience NICE inContact CXone MORE
In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. Call recordings are a core part of the Talkdesk offering. MORE
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 MORE
Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings MORE
Simple call recording in today’s small to medium contact center (SMCC) is regarded as a standard vanilla-flavored ice cream. The tricky part is that tasty chocolate topping: namely, the more advanced call recording solutions that can really advance the SMCC. It’s a no-brainer commodity solution supplied today by a number of vendors which, all in all, don’t differ that much from one another (the working ones, that is…). MORE
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. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback. MORE
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. MORE
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. What is a call queu e ? MORE
Provide new sales opportunities through indirect feedback such as emails and call recordings. Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding customer sentiment. MORE
Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service. customer service Customer Experience Customer Support MORE
Call Recording Related Topics NICE inContact
SEPTEMBER 23, 2019
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.
Talkdesk
JUNE 7, 2017
In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. Call recordings are a core part of the Talkdesk offering.
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Talkdesk
DECEMBER 4, 2015
Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations.
UJET
JANUARY 31, 2019
Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service. customer service Customer Experience Customer Support
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sheer volume of calls (38 percent) and the. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. percent naming call volume and 35 per- cent choosing different customer expe- riences across channels as their number.
Customer Interactions
MAY 30, 2016
Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings
|
Customer Interactions
JULY 7, 2015
Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area.
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.
Customer Interactions
JULY 7, 2015
I decided to buy a new TV. Not that I really needed one, but my 32’’ set seemed awfully small next to my neighbor’s slick 50’’ panel. I had done my necessary online homework, went through the dazzling selection of brands, then narrowed it down through display sizes, high-definition (HD) technologies, resolution, contrast and a dozen other terms I’ve since forgotten. Of course, I researched price as well.
NICE inContact
JANUARY 30, 2019
Call handle times have been reduced, resulting in cost savings. Incorporating CXone’s call recording capability with its own systems has enabled MSI to not only record calls but also to append recordings to customer records and to mask sensitive policyholder financial information within calls—all critical compliance tools for the company. Advantages of the Cloud Call Recording Customer Experience NICE inContact CXone
Customer Interactions
JULY 7, 2015
One of the most exciting projects that I am working on right now is the IETF (Internet Engineering Task Force) draft for the standardization of session recording interfaces. The main idea behind this work is to take the opportunity – while almost all major telephony vendors are working on session initiation protocol (SIP)-based recording interfaces for their new SIP-based voice over Internet Protocol (VoIP) telephony systems – to create an interoperable standard for call recording
|
NICE inContact
MAY 10, 2016
Why is your customer calling? Understand why customers are calling. Understanding what types of calls are coming allows management to create training and best practices for the most common scenarios. Most contact centers sample 1% or less of their total call volume.
Customer Interactions
JULY 7, 2015
Simple call recording in today’s small to medium contact center (SMCC) is regarded as a standard vanilla-flavored ice cream. The tricky part is that tasty chocolate topping: namely, the more advanced call recording solutions that can really advance the SMCC. It’s a no-brainer commodity solution supplied today by a number of vendors which, all in all, don’t differ that much from one another (the working ones, that is…).
Avaya
AUGUST 24, 2016
Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. Adherence to PCI security and compliance standards, ensuring Common maintains call quality compliance with the five major financial regulations in Canada and two in the U.S.–supporting
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. Waiting until after information is recorded before taking action can be risky.
Helen Dewdney
JANUARY 24, 2016
Writing means you aren’t left on the ‘phone waiting to get through to people at call centres where a lot of other issues come into play too! Recording calls & the Law. The guidance you get may be after you have made the call when it is too late.
Verint
DECEMBER 12, 2017
Contact center teams have been evaluating call recordings for quality for years now. This offers your contact center the flexibility to introduce automation at your own pace, while providing visibility into the large volume of calls that have been recorded but have previously gone unheard. 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.
Verint
AUGUST 29, 2017
Provide new sales opportunities through indirect feedback such as emails and call recordings. Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding customer sentiment.
Verint
DECEMBER 15, 2017
Current quality management best practices dictate the review for scoring of a small percentage of random calls for each agent, typically less than ten percent. Also, if a new agent is having problems in his or her job, it often takes months of reviewing random calls to accurately discover the root of the problem. In the meantime, the agent continues to struggle through each call. percent of our survey respondents currently own a call logging solution.
Verint
NOVEMBER 1, 2017
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 softwareThe recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news.
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.
UJET
MARCH 28, 2019
Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.
NICE inContact
FEBRUARY 13, 2019
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. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback.
NICE inContact
JULY 19, 2018
Data about the interaction is also automatically exchanged between the contact center and CRM systems, for example inserting call recordings and email and chat transcripts into the CRM record for future reference and reporting. Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency.
NICE inContact
APRIL 18, 2019
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. Advantages of the Cloud Call Center Best Practices Customer Experience Workforce OptimizationHave you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization?
NICE inContact
APRIL 9, 2019
“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.
NICE inContact
OCTOBER 17, 2019
Call recording? Advantages of the Cloud Call Center Best Practices Call Center Compliance Contact Center Trends & Insights Customer Experience General NICE inContact CXone Workforce Optimization
Talkdesk
AUGUST 31, 2017
This process will maximize the control a customer has over the call data and minimize the risk of a PCI compliance failure. Before we go into the process in depth, it’s important to clarify what this custom storage will mean for your call recordings. Call Storage.
Talkdesk
JANUARY 2, 2020
There are a ton of features that we love: custom numbers that help us track our ads, custom IVRs, call recording, live reporting, call monitoring, call queue, non-business hours forwarding.
Talkdesk
FEBRUARY 20, 2019
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
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.
NICE inContact
JULY 27, 2016
Agents can handle inbound and outbound voice calls, voicemails, callbacks, chat interactions and work items in the same interface (read: no more ALT+TAB between different application windows). The Oracle at Delphi. Do you know what an oracle is?
NICE inContact
JANUARY 24, 2019
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. What is a call queu e ?
NICE inContact
APRIL 5, 2016
If you’re looking to improve your results, here are three best practices to consider implementing for outbound dialing: #1: Utilize No Pause, Predictive Dialing: You might assume that simply making more calls is the answer for increasing sales.
Verint
JANUARY 10, 2017
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address.
Verint
DECEMBER 16, 2016
The company’s existing platform was no longer meeting the needs of the growing business, so it brought in Verint Workforce Optimization and Analytics solutions, including Verint Call Recording , Verint Quality Management , Verint Workforce Management and Verint Speech Analytics.
Customer Interactions
JULY 7, 2015
The FSA announced yesterday the expansion of its call recording requirements to cover all relevant mobile phone conversations. This constitutes the expected extension to “the taping rules” (PS08/1, effective since March 2009) that require the recording and archiving of all voice and electronic communications dealing with orders, negotiation or arrangement of transactions in the financial services industry. It’s now official.
GetFeedback
JANUARY 19, 2020
As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues.
UJET
JANUARY 9, 2020
Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. From customer satisfaction surveys, voice call recording reviews, incoming request reports, and more, this data can improve the customer support experience. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat.
Upstream Works
DECEMBER 11, 2018
Digital transformation isn’t new – we’ve been moving towards digital engagement and seeing a reduction in phone calls for years. Call Centers and call center software underwent a transition to Multichannel Contact Centers when they started to add contact methods like email.
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