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.

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.

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.

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. interactions. contact centers.

The Pros and Cons of Contact Center Outsourcing

NICE 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.

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.

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.

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

Talkdesk by Role: Contact Center Agents

Talkdesk

For customers and prospects in your contact center, agents are the voice of your company. Talkdesk’s goal is to equip those agents with the right tools to make those interactions as beneficial as possible. This all starts before a call is even made or received.

Expivia Leverages Workforce Intelligence to Gain Visibility of Their Contact Center Operations

NICE inContact

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

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.

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. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. And you can do it faster and with more specificity when you can pinpoint specific interactions to evaluate.

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.

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.

PCI Compliance in an Outsourced Customer Care Program: What Do You Need to Know?

BlueOcean

If you are going to RFP for contact center services, insight into consumer credit card data protection – typically either certification or compliance with an established standard – is likely going to be part of the conversation. How Contact Centers Interact with Cardholder Data.

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

At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time. You can more effectively pinpoint and evaluate interactions now than ever before. 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.

Three Ways to Get More Value from Your Workforce Optimization Platform

Avaya

Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty.

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.

What is Call Queuing and Why Does It Matter?

NICE 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.

What is Call Center Performance Management?

Talkdesk

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The post What is Call Center Performance Management?

Avaya and Verint: Two Market Leaders, One Incredible CX Strategy

Avaya

Call recording? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). CX and Contact CenterWhen thinking about Workforce Engagement , what comes to mind? Quality Management? Workforce Management?

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.

A 5-Point Plan for the New Era of Customer Experience Intelligence

CSM Magazine

CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers?

The year of emotive customer experience

NewVoiceMedia

At NewVoiceMedia, we believe that, in today’s Age of the Customer , personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve. Contact Accelerator also helps sales teams follow best practices.

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?

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.

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. PlayVox – PlayVox is a Quality Assurance software that allows you to monitor your customer service interactions across different communication channels.

One plus one equals three: ForeSee joins the Verint family

OpinionLab

Data collection needs to be based on a random sampling of customers who provide information after an interaction is complete.

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

Beyond Surveys: Capturing the Real Customer Experience

InteractionMetrics

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.

How to Improve Customer Service with Unstructured Data

Thematic

Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the rest of the company, simply because the analysis of mountains of data they collect may seem daunting.

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track.

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

StellaService

Immediately after every service interaction, RevZilla customers receive personalized, agent specific Stella Connect feedback requests. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week. 15% improvement in first contact resolution.

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

StellaService

Immediately after every service interaction, RevZilla customers receive personalized, agentspecific Stella Connect feedback requests. RevZilla’s QA program involves managers reviewing 20 customer interactions per Gear Geek per week. 15% improvement in first contact resolution.

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.