Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020.

Call Recording 74

Call Recording Trends Analytics Technology 74

NobelBiz

APRIL 20, 2020

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it.

Call Recording 52

Call Recording Contact Center Software CRM 52

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. What is call recording?

Call Recording 40

Call Recording Call Center Government Guidelines 40

Joe Rawlinson

APRIL 22, 2021

Unfortunately, a lot of companies have problems with their phone service. What are some of the most problems companies have with their business phone service? First, a lot of companies are simply using hardware that is far too old. That phone call has to go from your company to the traditional phone company.

Company 68

Company Call Recording System Conference 68

Eptica

APRIL 19, 2023

Read the full article on our parent company Enghouse Interactive’s site. Read the full article on our parent company Enghouse Interactive’s site. Our latest blog post explains what a web UI is and the benefits it provides.

Call Recording 113

Call Recording Interaction Management Company 113

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

Interaction 62

Interaction Call Recording Management Customer Experience 62

NICE inContact

JANUARY 30, 2019

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. Call handle times have been reduced, resulting in cost savings. And the company continues to provide excellent service, which has increased customer satisfaction.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. Cloud allows you to activate features with incredible ease.

Contact Center 159

Contact Center Call Recording ROI Report 159

Eptica

JANUARY 9, 2022

Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Integrating call recording into Microsoft Teams. Read the article on its blog here. You might also be interested in these posts: Preparing for future customer service challenges.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

Eptica

NOVEMBER 11, 2021

Click here to read the full post on the website of our parent company Enghouse Interactive. Integrating call recording into Microsoft Teams. Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. 9 reasons to embrace messaging for customer service.

Customer Service 125

Customer Service Call Recording Trends Customers 125

Magellan Solutions

MAY 12, 2023

They take customers’ calls on behalf of the small business. Small businesses can hire virtual answering services from a reputable business process outsourcing (BPO) company. The system can also do call recording for quality assurance purposes used for training and as evidence if there are disputes.

Call Recording 59

Call Recording Average Handle Time First Call Resolution Training 59

Eptica

MARCH 17, 2023

Date: Friday, March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Tactics to improve the contact centre experience Published on: March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Companies that invest in CX technology outperform their peers according to research.

Call Recording 62

Call Recording Groups Interaction Technology 62

Kustomer

APRIL 29, 2021

These phone calls are a goldmine of data information and companies should do everything they can to gather this data, as it is helpful for a multitude of reasons. Companies can also learn from the collected data. How Companies are Winning with Phone Call Data. Yep, and I’m Gabe. Maybe we start high level.

Call Recording 98

Call Recording Omni-Channel Data Customers 98

CSM Magazine

JUNE 23, 2022

ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. For more details visit the company website here: [link].

Call Recording 96

Call Recording Analytics Industry Training 96

NICE inContact

FEBRUARY 13, 2019

Imagine that your company just launched a new product or program. Your agents feel that QM processes work against them, and grumble that their QM evaluations and scores only capture an isolated picture of their overall performance – “My QM score this month was based on ONE bad call… what about all the great ones I’ve had?!”.

Analytics 138

Analytics Management Call Recording Contact Center 138

Calabrio

JUNE 1, 2020

Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment. Some contact centers found it easier to adapt than others.

Call Recording 130

Call Recording Multi-Channel Contact Center System 130

Eptica

OCTOBER 2, 2020

Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate. Share this page on: Tweet.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

Eptica

MAY 7, 2021

However, successfully embracing Teams requires a carefully planned migration – in the latest article from our parent company Enghouse Interactive we explain the four-stage process to follow to deliver future benefits. The changing place of call recording in the contact centre. Click here to read the full blog.

How To 95

How To Call Recording Customer Satisfaction Interaction 95

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

Call Experts

APRIL 8, 2024

A poorly handled call can leave a lasting negative impression, potentially driving customers away. Zippia explains that 40% of American customers ceased business with a company following a negative customer service experience. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Talkdesk

MAY 12, 2020

Rather than manually dialing a caller’s phone number every time, you can leverage click-to-dial functionality to shave a few seconds off each call. Pause the call recording Keeping customer information safe and secure is one of the most important things to maintain in a contact center.

Call Recording 86

Call Recording Contact Center Conference CRM 86

Eptica

OCTOBER 16, 2020

To find out more read the full post on our parent company Enghouse Interactive’s website. 5 key trends that are impacting call recording in 2020. Share this page on: Tweet. You might also be interested in these posts: Key to profitability - how UK customer experience is changing over the long-term.

Call Recording 113

Call Recording Trends Meeting Innovation 113

NobelBiz

JANUARY 16, 2024

These strategic touch points hold the potential to greatly influence customer satisfaction, lead generation and overall success story of a company. A call center campaign essentially involves a team of agents working together to accomplish business goals. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It is critical that contact centers become intimately familiar with these regulations and select the right recording software to maintain compliance. Call Analytics. Dispute Resolution.

Call Recording 136

Call Recording Contact Center Call Center Transportation 136

Eptica

APRIL 30, 2021

Based on a recent Call Centre Helper webinar, our latest post explains what emotional intelligence is, techniques to focus on, and how it can benefit your contact centre team. Click here to read it on our parent company Enghouse Interactive’s website. Reducing incoming call volumes while increasing customer satisfaction.

Call Recording 72

Call Recording Trends Customer Satisfaction Meeting 72

CSM Magazine

JUNE 10, 2021

These findings suggest that many companies are overlooking the value of the contact centre and the goldmine of insights it contains. Also, try to take a lead role in organising company-wide events, which get different departments mixing. Calculating the costs – how much money does the problem cost the company? A further 10.2%

Gamification 105

Gamification How To Call Recording Analytics 105

NobelBiz

MARCH 14, 2023

Besides, some companies may lack the resources to invest in the right technology or may not fully understand the regulations and their implications. Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

FEBRUARY 13, 2024

Moreover, these are the dual benefits of call whispering: enhancing customer satisfaction and fostering agent growth. This approach underscores the company’s commitment to ongoing improvement and excellence in customer interactions. It’s a win-win. All enabled by NobelBiz leading contact center technology.

Call Center 59

Call Center Self Service Software Contact Center 59

NICE inContact

JANUARY 24, 2019

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 ? appeared first on NICE inContact Blog.

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Call Experts

SEPTEMBER 15, 2023

A poorly handled call can leave a lasting negative impression, potentially driving customers away. Zippia explains that 40% of American customers ceased business with a company following a negative customer service experience. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

NobelBiz

NOVEMBER 20, 2023

Utilize the auto attendant feature to record or upload custom greetings, setting a professional tone for your business communications. This feature also facilitates effective management of your company’s call routing. Scalability is a key factor to consider when choosing a virtual phone system for your business.

System 103

System Communication Contact Center Self Service 103

CSM Magazine

FEBRUARY 2, 2021

Calabrio, the customer experience intelligence company, today announced that the Calabrio Launch: QM Connector is now available on the Salesforce AppExchange, integrating Salesforce Service Cloud and Calabrio Quality Management (QM), part of the Calabrio ONE workforce engagement management suite. ” About Salesforce AppExchange.

Call Recording 40

Call Recording Customer Satisfaction Analytics Interaction 40

CSM Magazine

SEPTEMBER 8, 2023

Nurturing your agents It should be standard for agents to be fully briefed on the latest company messaging and product features, so they can present the brand in the right way on the frontline. This is even more crucial considering the average industry churn rate is 40%.

Brands 59

Brands Average Handle Time Call Recording Software 59

CX Accelerator

FEBRUARY 12, 2018

If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

NICE inContact

NOVEMBER 26, 2018

With help from Wikipedia, here is a useful definition: Outsourcing is an agreement in which one company hires another company to be responsible for an existing internal activity. Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

NobelBiz

MARCH 9, 2021

It’s software that manages and enhances the customer experience, which is the most significant way of ensuring that your company succeeds. In another sense, Skill-based routing is an improved version of automatic call distribution and it can further improve customer experience.

Contact Center Software 52

Contact Center Software Contact Center Software Automatic Callback 52

Call Experts

NOVEMBER 25, 2020

Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines. The auto-greeting helps answer all calls instantly and ensures that routing is automatic to the right person. Do you want to learn more about on-call scheduling? click here.

Contact Center 64

Contact Center Call Recording Trends Customer Retention 64