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.

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 Reasons Why Your Contact Center Needs Speech Analytics

NICE 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 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.

Increase Contact Center Efficiency with CRM Integrations

NICE 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.

Leading the Way in Contact Center Intelligence

NICE 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.

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

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.

Call Recording in the Small Contact Center: Vanilla Isn’t Good Enough Anymore

Customer Interactions

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…).

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.

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.

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

NICE inContact

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. NICE inContact’s cloud-based platform and solutions have given MSI’s contact center the flexibility and efficiency it needs to power continued growth. Call handle times have been reduced, resulting in cost savings. Advantages of the Cloud Call Recording Customer Experience NICE inContact CXone

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?

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.

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

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

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.

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

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?

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.

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 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.

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.

3 Best Practices for Boosting Your Outbound Results with the Cloud

NICE 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.

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.

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.

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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Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

Avaya

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us.

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.

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.

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.