Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. Published on: April 23, 2021. Share this page on: Tweet.

Call Recording 72

Call Recording ROI Innovation Customer Satisfaction 72

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. Customer service: what you can learn from great historical figures.

Call Recording 74

Call Recording Trends Analytics Technology 74

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. As a result, call recording in the cloud becomes a valid alternative.

Call Recording 52

Call Recording Contact Center Software CRM 52

Talkdesk

JUNE 7, 2017

It would be a great way to brush up on information about your prospects before a follow-up call. Call recordings are a core part of the Talkdesk offering. Here’s a list of ways that call recordings can help your sales team: No More Note-Taking. There’s a lot going on during a sales call.

Call Recording 40

Call Recording Sales CRM Training 40

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Tools 64

Tools Call Recording e-support Software 64

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

MiaRec

APRIL 12, 2022

While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an organization. Existing customers:

Call Recording 52

Call Recording Customer Retention How To Customers 52

UJET

JANUARY 31, 2019

Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service.

Call Recording 63

Call Recording Customer Experience Customers Customer Service 63

Customer Interactions

JULY 7, 2015

Lately, there seems to be a lot of discussion about voice over IP (VoIP) call recording technologies. I have received many questions from customers, and participated in many conversations about the pros and cons of various VoIP call recording options and the advances in emerging technologies in this area.

Call Recording 28

Call Recording Technology Customers 28

NICE inContact

JANUARY 30, 2019

And the company continues to provide excellent service, which has increased customer satisfaction. The post Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction appeared first on NICE inContact Blog. NICE inContact CXone was the only provider that met the requirements.

Insurance 137

Insurance Customer Satisfaction Call Recording Contact Center 137

Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular.

Customer Service 125

Customer Service Call Recording Trends Customers 125

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. You might also be interested in these posts: Preparing for future customer service challenges. Integrating call recording into Microsoft Teams. Published on: January 10, 2022.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Kustomer

APRIL 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. Are Phone Calls Dying Off in the CX World?

Call Recording 98

Call Recording Omni-Channel Data Customers 98

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Patience: Understand that some customers may be frustrated or upset.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

MiaRec

SEPTEMBER 24, 2023

Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. okay, you get the point.

Analysis 77

Analysis Call Recording Marketing Customers 77

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

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. Your Contact Center represents the front line to your constituents and customers. Cloud allows you to activate features with incredible ease.

Contact Center 159

Contact Center Call Recording ROI Report 159

MiaRec

SEPTEMBER 1, 2023

The correct, consistent, and accurate redaction of sensitive information in call recordings and transcripts has never been more important to protect your customers' personal data, increase compliance, and much more than it is now. But manual approach to data redaction is tedious, unreliable, and labor-intensive — until now.

Data 69

Data Call Recording Customers 69

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

NICE inContact

FEBRUARY 13, 2019

Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the agent with feedback.

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

Call Experts

SEPTEMBER 15, 2023

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Patience: Understand that some customers may be frustrated or upset.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

CSM Magazine

MAY 31, 2023

In the heart of every successful business, a strong commitment to customer satisfaction is always present. One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience.

Call Center 52

Call Center Tools Call Recording Customer Service Representative 52

Magellan Solutions

MAY 12, 2023

Peak business hours can be demanding, especially with the increasing customer traffic and inquiries. One of the main challenges of running a small business is addressing customers’ concerns. But small businesses usually have opening and closing hours, and customers might need help outside business hours.

Call Recording 59

Call Recording Average Handle Time First Call Resolution Training 59

NICE inContact

OCTOBER 17, 2019

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand. Call recording?

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

NobelBiz

FEBRUARY 14, 2023

Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Dead airtime can negatively impact the customer experience and make the interaction feel awkward or uncomfortable.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

CSM Magazine

JUNE 23, 2022

“To achieve this, the AutoTranscribe automatic speech recognition (ASR) model is trained for each company exclusively on their customer interactions, which represents the distinct language, lexicon, and acoustics of their business. For more details visit the company website here: [link].

Call Recording 96

Call Recording Analytics Industry Training 96

Gainsight

MAY 12, 2021

Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman, and Bryan Plaster, Founder and CEO of CompleteCSM, for a candid conversation on how to handle the complex scenario of having a “green” customer churn.

Chief Customer Officer 59

Chief Customer Officer NPS Effort Score Call Recording 59

Talkdesk

MAY 12, 2020

It’s where you’ll do everything from making and receiving customer calls, adding post-call notes, setting your availability and more. Thankfully, Callbar is incredibly easy to use, even if you’re brand new to call center software. This way, you won’t receive calls when you’re not available, and vice versa.

Call Recording 86

Call Recording Contact Center Conference CRM 86

NICE inContact

APRIL 18, 2019

Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort. Consumer surveys indicate unhappy customers, but your QM evaluations don’t reflect this. Will analytics really help your quality management program?

Analytics 162

Analytics Management Contact Center Call Recording 162

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center? Why Are Call Center Campaigns Important?

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. Many regulations require that a specific percentage of calls are recorded. For most contact centers, without call recording, there is no quality management. Call Analytics.

Call Recording 136

Call Recording Contact Center Call Center Transportation 136

UJET

MARCH 28, 2019

Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.

Call Recording 56

Call Recording Wait Times Metrics Loyalty 56

NICE inContact

JULY 19, 2018

The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. Customer information will automatically appear to the agent – notes from previous interactions, how many times the customer has contacted, etc.

Contact Center 120

Contact Center CRM Call Recording System 120