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.

8 ways call recordings are the secret to a better customer experience


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

Why Your Sales Team Needs Call Recording


In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. Call recordings are a core part of the Talkdesk offering.

Call Center Call Recording Best Practices


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.

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

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers. to customers.

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.

VoIP Call Recording Technologies – Past, Present, Future

Customer Interactions

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.

Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

NICE inContact

Call handle times have been reduced, resulting in cost savings. And the company continues to provide excellent service, which has increased customer satisfaction. Incorporating CXone’s call recording capability with its own systems has enabled MSI to not only record calls but also to append recordings to customer records and to mask sensitive policyholder financial information within calls—all critical compliance tools for the company.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Why is your customer calling?

How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line


Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. Adherence to PCI security and compliance standards, ensuring Common maintains call quality compliance with the five major financial regulations in Canada and two in the U.S.–supporting

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. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Why you should write not ‘phone to complain effectively

Helen Dewdney

Writing means you aren’t left on the ‘phone waiting to get through to people at call centres where a lot of other issues come into play too! Recording calls & the Law. The guidance you get may be after you have made the call when it is too late.

Make an Impact with Your Voice of the Customer Program


Delivering superior customer experiences is a top challenge facing many organizations today. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding customer sentiment. Brands must think differently to evolve how they approach capturing, analyzing and acting on customer feedback. Let’s explore: Encouraging Customer Engagement.

Experts Share the Value of Evolving Quality Programs with Automation


Contact center teams have been evaluating call recordings for quality for years now. This offers your contact center the flexibility to introduce automation at your own pace, while providing visibility into the large volume of calls that have been recorded but have previously gone unheard. Increasing both customer and employee satisfaction are at stake.

Automated Quality Management Drives Objective Evaluations, Job Satisfaction


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. Current quality management best practices dictate the review for scoring of a small percentage of random calls for each agent, typically less than ten percent.

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. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Empower Your Employees with More Data, More Automation


These capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits for your quality team, as well as your frontline employees, your customers and your company. Should all recorded calls be autoscored?

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Add Mindfulness to Your Contact Center WFO and IVR Strategies


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.

Why every customer support call should include CSAT and CES


Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Customer Experience customer satisfaction rating customer effort score Customer Support

The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?

NICE inContact

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Call recording? The post The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?

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

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.

What is Quality Management Analytics?

NICE inContact

Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Tools like NICE inContact CXone Quality Management (QM) Analytics Pro allow you to leverage both out of the box and custom criteria to find specific interactions with a desired customer or agent sentiment, where certain words or phrases were used, and much more.

Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Dedicated Desktop and Customer Journey Management.

Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Analytics can help you get immediate answers to critical questions, immediately identify trends that negatively impact customer experience and reduce supervisor effort. 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.

Increase Contact Center Efficiency with CRM Integrations

NICE inContact

The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. An integrated contact center and CRM system is easier for your agents to use, increasing their happiness and the customer’s happiness. Customer information will automatically appear to the agent – notes from previous interactions, how many times the customer has contacted, etc. Efficiency.

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.

How to Set up Custom Storage in Talkdesk


When it comes to being PCI or HIPAA compliant, Talkdesk customers have a couple of different options, but the best one is to set up custom storage using an owned AWS S3 bucket. Setting up custom storage also means that you’ll lose access to existing call recordings inside Talkdesk.

Leading Personal Lines Insurer Prioritizes Customer Engagement


This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address.

Customer Service – 9 Tips for Sales, Marketing, and Support

ProProfs Chat

Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. It needs no mention that buyers love excellent customer service. Courteous treatment will make a customer a walking advertisement ~ J.C. Customer Suppor

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What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)


And that beginning is this – PayScale cites an average $13/hour for a customer service rep. However, returning to the “per agent hour” (or sometimes “per minute” or “per transaction”) investment in a customer care outsourcer, every factor is already included.

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

CSM Magazine

Customer Experience (CX) is still the number one measure of strategic performance while 87.2% This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy.

How to Establish The Ultimate Omni-Channel Customer Support System

ProProfs Chat

The quality of customer support not only plays a big role in the profitability of a company but also determines the number of loyal customers. As recent reports suggest, 55% of customers are willing to pay more for a better experience. Website Based Customer Support.

System 103

The year of emotive customer experience


The only problem with chasing the next big thing is that you risk losing sight of the first one: your customers. When It comes to creating these types of peak customer experiences, there are no substitutes for people-to-people interactions.

Dynamic Media Leader Uses Verint to Improve Customer Satisfaction


This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of quality its customers had come to expect.

Why Agent Experience is the Foundation for Customer Service


This piece was originally written by Jon Braga, Customer Advocacy Thought Leader, for Opentalk magazine. In planning sessions, we talk about how we can improve the customer experience (CX). Your agents are most likely using three to four tools to resolve a single customer issue.

New Integration: inContact Agent for Oracle® Service Cloud

NICE inContact

Here is why: You have likely noticed that customers are getting ever more demanding. It’s a general finding in the contact center industry: customers are growing more exigent. That being so, what can you do to improve customer service?

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


Many leverage restaurant technology from SICOM Systems, Inc to improve quality of service, increase customer engagement and ultimately grow revenue. 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

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.

Empowering Your Customer Service Team With More Mobility

Win the Customer

But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents. Create customer service guidelines.

Improving NPS for a Better Customer Experience

Ann Michaels and Associates

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. The goal is to get as high a Net Promoter Score as possible as an indicator of customer perception of a company’s service and support. 1) Truly Listen to the Customer. Perform a deep analysis of your call records. Think about how many calls are subsequently transferred into other departments. Customer Experience Customer Feedback NP

NPS 50