INDUSTRY INSIGHTS YOUR PEERS ARE READING
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
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
In this contact, the customer is asking for the status on a promise made in the first call. The agent needs to review the first call to understand the commitments made by the previous agent. Agent asks the IT admin to pull the call recording. MORE
Call recordings or chat / email transcripts are then pulled and reviewed. Some companies are trailblazers at heart. Their ongoing quest for a better way defines their business and drives it forward. 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
Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.) to optimize call handling, drive greater performance and increase customer satisfaction. As you know, NICE has been a leading provider of solutions for the contact center space for many years. 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
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
Improvements made as a result of this initiative allowed our client to lower shopping cart abandonment, increase online ordering, improve task completion, substantially lower calls to the contact center, increase overall satisfaction and the likelihood to recommend the brand to others. 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
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
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
Don’t be fake when cold calling. Cold Calling Isn’t Dead?! I wish cold calling were dead. I don’t like making cold calls and I don’t like being on the receiving end. Why Do We Even Need to Cold Call Anymore? Make a test call. 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
Unstructured data is found beyond social media—it’s the write-in text in your surveys, the emails your customers send you, the call recordings from your call center, and dozens of other sources. MORE
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. Call center coaching sessions that are handled one-on-one can demonstrate respect, help foster mutual understanding and build a solid relationship between managers and employees. MORE
Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business. MORE
In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. MORE
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. 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
Maybe they listen in on live calls and make notes of what is moving conversations in the right direction. Talkdesk supervisors have a unique tool at their disposal to allow managers to study their top sales reps: call recordings. Call Center Sales 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
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
Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! MORE
We’ve been looking at this category as part of the Interaction Analytics because conversations between people that made calls in their contact centers have become multi-channel and unstructured. MORE
First generation ACDs (Automatic Call Distributors) plus significant global telephony and Internet build-outs of the dot-com age made this technically feasible. Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights. 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
Call Recording Related Topics 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.
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.
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.
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during phone calls, but also what’s communicated. Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. call volume.
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.
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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…).
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.
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.
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limits the voice of the customer to a phone call. calls, many aren’t applying those. volume, abandon rates, first call. move to a call from a chat. Call Recording Highly automated and. call volume and.
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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.
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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.
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.
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.
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.
Advertisement
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.
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.
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?
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.
OpinionLab
JANUARY 14, 2019
Improvements made as a result of this initiative allowed our client to lower shopping cart abandonment, increase online ordering, improve task completion, substantially lower calls to the contact center, increase overall satisfaction and the likelihood to recommend the brand to others.
inContact
NOVEMBER 26, 2018
First generation ACDs (Automatic Call Distributors) plus significant global telephony and Internet build-outs of the dot-com age made this technically feasible. Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights.
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.
CX Journey
NOVEMBER 28, 2018
Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map!
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.
Talkdesk
JUNE 20, 2017
Maybe they listen in on live calls and make notes of what is moving conversations in the right direction. Talkdesk supervisors have a unique tool at their disposal to allow managers to study their top sales reps: call recordings. Call Center Sales
RapportBoost
OCTOBER 16, 2018
We’ve been looking at this category as part of the Interaction Analytics because conversations between people that made calls in their contact centers have become multi-channel and unstructured.
inContact
SEPTEMBER 15, 2016
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. Call center coaching sessions that are handled one-on-one can demonstrate respect, help foster mutual understanding and build a solid relationship between managers and employees.
inContact
JULY 23, 2015
In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc.
Customer Interactions
JULY 7, 2015
Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.) to optimize call handling, drive greater performance and increase customer satisfaction. As you know, NICE has been a leading provider of solutions for the contact center space for many years.
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.
Talkdesk
JULY 20, 2017
In this contact, the customer is asking for the status on a promise made in the first call. The agent needs to review the first call to understand the commitments made by the previous agent. Agent asks the IT admin to pull the call recording.
Tema Frank
JULY 19, 2016
Don’t be fake when cold calling. Cold Calling Isn’t Dead?! I wish cold calling were dead. I don’t like making cold calls and I don’t like being on the receiving end. Why Do We Even Need to Cold Call Anymore? Make a test call.
Win the Customer
JUNE 5, 2017
Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business.
Stella Service
MARCH 5, 2018
Call recordings or chat / email transcripts are then pulled and reviewed. Some companies are trailblazers at heart. Their ongoing quest for a better way defines their business and drives it forward.
Clarabridge
SEPTEMBER 22, 2015
Unstructured data is found beyond social media—it’s the write-in text in your surveys, the emails your customers send you, the call recordings from your call center, and dozens of other sources.
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