5 Reasons Why Your Contact Center Needs Speech Analytics

inContact

Why is your customer calling? Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Understand why customers are calling.

The Pros and Cons of Contact Center Outsourcing

inContact

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

Increase Contact Center Efficiency with CRM Integrations

inContact

There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations. The post Increase Contact Center Efficiency with CRM Integrations appeared first on NICE inContact Blog.

Getting the Most from Call Recording Technology

Customer Interactions

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings

Study: The Health of the Contact Center

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.

Leading the Way in Contact Center Intelligence

inContact

What is an Intelligent Contact Center? 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.

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.

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.

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 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.

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

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.

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

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 Integration: inContact Agent for Oracle® Service Cloud

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.

3 Best Practices for Boosting Your Outbound Results with the Cloud

inContact

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Cloud Contact Center Solutions: Scalable and Cost-Effective.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.

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.

5 Strategies for Improving Call Center Coaching Sessions

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.

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.

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

Data 24

A Closer Look at MiFID II Recording Requirements

Avaya

Recording Regulations: Raising the Bar. Perhaps the greatest impact of MiFID II is the law’s tighter recording regulations. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders.

Three Ways to Get More Value from Your Workforce Optimization Platform

Avaya

It is forcing organizations around the world to change the way they record, process, archive, and protect customer personal data. Speech Analytics (also known as historical or post call analytics) searches call recordings for key words and phrases. CX and Contact Center

The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

Natalie Petouhof

They way it works is that Dialpad turns all of your devices into your business phone, letting you make high-definition calls over Wi-Fi or your carrier network from anywhere. The service is built on the WebRTC framework and runs on a redundant global network of nine data centers on four continents. After implementing Dialpad at just one large site, the global company reduced the site’s cost per minute of call time by double digits.

Putting the Back Office Front and Center

Customer Interactions

As you know, NICE has been a leading provider of solutions for the contact center space for many years. 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.

One plus one equals three: ForeSee joins the Verint family

OpinionLab

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.

Interview with Dan Miller of Opus Research

RapportBoost

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. What are the potential benefits for a contact center to do so?

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.

The year of emotive customer experience

NewVoiceMedia

That means front-line contact center teams are the difference-makers on the battlefield to win the hearts and minds of customers. NVM’s ACD/IVR and intelligent call routing allow a caller to be easily routed to an agent with the skills to help them.

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.

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

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.

Why First Contact Resolution Is the King of Customer Service Metrics

StellaService

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. Contact the same brand channel again, or multiple channels? First, customers’ repeated attempts to resolve issues drive up contact center costs.

Beyond Surveys: Capturing the Real Customer Experience

Interaction Metrics

But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies may have 45 times more phone calls than survey responses per year.

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 RevZilla Uses Real-Time Customer Feedback to Improve Front-Line Team Performance and Drive Measurable Business Results

Stella Service

Call recordings or chat / email transcripts are then pulled and reviewed. The combination of macro and micro insights centered on real-life examples makes these monthly sit-downs more productive for managers and more meaningful for Gear Geeks.