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.

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.

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.

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

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…).

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?

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?

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

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.

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 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.

What is Call Quality Monitoring?

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.

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.

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.

What is Quality Management Analytics?

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.

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.

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?

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.

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.

What is Call Queuing and Why Does It Matter?

inContact

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.

SICOM Serves 30,000 Restaurants More Effectively with Talkdesk and Salesforce

Talkdesk

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

Customer Experience Management in 2019

Upstream Works

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service.

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.