ViiBE Blog

MAY 13, 2021

In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center. Call center technology. Virtual Call Center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

NICE inContact

SEPTEMBER 20, 2019

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. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

Contact Center 159

Contact Center Call Recording ROI Report 159

Call Experts

APRIL 8, 2024

Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Technology Integration: Leverage customer relationship management (CRM) systems and call center software to streamline call-handling processes and access customer information efficiently.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Eptica

MARCH 17, 2023

Date: Friday, March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Tactics to improve the contact centre experience Published on: March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Companies that invest in CX technology outperform their peers according to research.

Call Recording 62

Call Recording Groups Interaction Technology 62

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021.

Technology 52

Technology Telecommunications Call Recording Analytics 52

NobelBiz

FEBRUARY 14, 2023

This can be achieved through coaching agents and implementing technology solutions that can automatically fill dead air time with pre-recorded messages or music. Then, to proactively measure disquiet time, you can : Use call recording and analysis tools to capture and then analyze interactions between agents and customers.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

MARCH 14, 2023

Compliance with these rules requires that collection agencies have the right technology, tools, and resources to ensure they are adhering to the guidelines. However, many agencies still rely on manual processes and outdated technology that can be prone to human error and compliance breaches. And pay extra attention to it.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

NOVEMBER 27, 2023

This comprehensive guide explores the nuances of advanced call logging and how it can revolutionize your business operations. Understanding Call Logs Call logging is a critical component of modern business phone systems, especially those that operate on Voice-Over-Internet-Protocol (VoIP) technology.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

NobelBiz

JANUARY 16, 2024

, and “Do you have the right people and technology in the right places?” ” Call center metrics allow businesses to measure their call center’s performance and identify areas that need improvement. Inbound Call Center Campaigns Inbound campaigns deal with incoming calls from customers.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Kustomer

APRIL 29, 2021

Email, once being in the hot seat, was thought to dwindle as a channel because of advances in modern technology. Interesting data resulting from the COVID-19 pandemic shows that phone calls between CX reps and customers have boomed within the last year due to heightened pandemic anxiety. This, however, simply isn’t true.

Call Recording 98

Call Recording Omni-Channel Data Customers 98

NobelBiz

FEBRUARY 20, 2024

Improved Customer Experience: VoIP systems enhance call quality and reduce call drops. Features like call recording and analytics help monitor performance and identify areas for improvement. Clearer audio ensures better interactions with customers.

Contact Center 105

Contact Center Call Center Self Service System 105

Customer Interactions

JULY 7, 2015

I had done my necessary online homework, went through the dazzling selection of brands, then narrowed it down through display sizes, high-definition (HD) technologies, resolution, contrast and a dozen other terms I’ve since forgotten. Not that I really needed one, but my 32’’ set seemed awfully small next to my neighbor’s slick 50’’ panel.

Call Recording 28

Call Recording System Course Technology 28

CSM Magazine

MAY 31, 2023

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. What is Call Center Recording? What Can Call Center Recording Offer?

Call Center 52

Call Center Tools Call Recording Customer Service Representative 52

Call Experts

SEPTEMBER 15, 2023

Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Technology Integration: Leverage customer relationship management (CRM) systems and call center software to streamline call-handling processes and access customer information efficiently.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

CSM Magazine

MARCH 9, 2023

Working with its payment provider, Civica, the Council has upgraded to the PCI Pal Agent Assist solution, which allows secure payments to be taken using dual-tone multi-frequency (DTMF) masking technology. This means callers input payment card details using their telephone keypad.

Call Recording 52

Call Recording Exercises System Communication 52

CSM Magazine

SEPTEMBER 8, 2023

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve agents’ wellbeing. If brands want to properly and effectively tackle agent mental wellbeing problems, there needs to be a blend of initiatives, or policies, as well as the right technology.

Brands 59

Brands Average Handle Time Call Recording Software 59

NICE inContact

OCTOBER 17, 2019

What technologies exist today? Call recording? Understand the capital requirements and where they are aligned in your contact center. This is a must in understanding what you need to implement to drive improvements.

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

NobelBiz

NOVEMBER 20, 2023

It’s not just about technology; it’s about redefining the landscape of efficient business communication. Our platform equips businesses with robust features for initiating and managing calls, incorporating predictive dialing, IVR, call recording, and real-time monitoring.

System 103

System Communication Contact Center Self Service 103

BlueOcean

NOVEMBER 6, 2019

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. Plus, rent is only one piece of the puzzle – don’t overlook the cost of maintaining, heating, cooling, lighting, and furnishing the place. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

CSM Magazine

JUNE 10, 2021

On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem.

Gamification 105

Gamification How To Call Recording Analytics 105

Inbenta

AUGUST 17, 2021

Twilio Voice API gives developers control over their calls, with APIs built for a wide variety of uses from basic phone-to-phone calling, app-to-phone calling, Interactive Voice Response (IVR), conference calling, SIP interfacing, call recording, transcription, call tracking, and more. Audiocodes.

Chatbots 94

Chatbots Customer Service Self Service Competitive Advantage 94

NobelBiz

MARCH 9, 2021

In another sense, Skill-based routing is an improved version of automatic call distribution and it can further improve customer experience. Call recording There would be no teams without management and proper management in contact centers involves call recording. All of them are affected by the integration.

Contact Center Software 52

Contact Center Software Contact Center Software Automatic Callback 52

NobelBiz

APRIL 3, 2023

Call center quality management is the process of monitoring, evaluating, and improving the service quality of a contact center business or department. Call center quality management is essential for several reasons. Monitor Calls : The next step is monitoring calls to ensure that agents meet the quality standards.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

NICE inContact

NOVEMBER 26, 2018

Cost reduction : outsourced contact centers to BPOs are able to spread fixed costs like facilities, technology and training across multiple clients. Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights. PROs of Outsourcing your Contact center.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Call Experts

NOVEMBER 25, 2020

VoIP stands for Voice over Internet Protocol, and it refers to a group of technologies that use the internet to lead unified conversations. Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines. Do you know what VoIP is? click here.

Contact Center 64

Contact Center Call Recording Trends Customer Retention 64

CSM Magazine

APRIL 25, 2023

Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed. With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job.

Self Service 52

Self Service Contact Center Analytics Call Recording 52

CSM Magazine

FEBRUARY 2, 2021

For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. About Calabrio. Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions.

Call Recording 40

Call Recording Customer Satisfaction Analytics Interaction 40

NobelBiz

FEBRUARY 2, 2021

Technology is a Key Component to Successful Training for Call Center Agents 1. Call Recording One of the cornerstones of contact center quality is call recording. Call Frame Quality The next step is to monitor the quality of call frames.

Call Center 52

Call Center Training Tips Contact Center 52

CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Feast on the right technology Speech and text analytics are no longer deemed witchcraft (I recall the days where that was a common perception). Is it agent availability? Is it agent knowledge?

Data 52

Data Self Service Chatbots Call Recording 52

AWS Machine Learning

APRIL 18, 2024

She is excited about how the Cloud is opening up opportunities for more people to use technology to solve problems, and especially excited about how cognitive technologies, like conversational AI, are allowing us to interact with computers in more human ways. Gillian Armstrong is a Builder Solutions Architect.

Knowledge Base 70

Knowledge Base Meeting Resources Analytics 70

ECXO

MARCH 24, 2024

Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities. It is an exciting time to be a customer, with technology providing a level of personalization never before seen.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

CSM Magazine

APRIL 18, 2023

Ditch Data Silos, Integrate All the Way In a rush to embrace the hottest technology trends, organisations often overlook the basics such as integrating WEM tools with a whole range of other systems. As a result, there is growing demand from businesses to connect WEM tools with other enterprise systems such as CRM and payroll.

Effort Score 52

Effort Score Contact Center Analytics Call Recording 52

Magellan Solutions

OCTOBER 4, 2023

Some of the common quality assurance tools include call recording and QA self-scorecards. Utilize Additional Features Magellan-Solutions’ phone answering services aren’t only limited to just answering calls. By doing so, you can discuss potential upgrades and enhancements to the phone answering service.

First Call Resolution 52

First Call Resolution Social Media Average Handle Time Customer Satisfaction 52

Gainsight

DECEMBER 15, 2023

Here’s how: Get your CSMs to listen to Sales call recordings or, even better, be a “fly on the wall” to shadow them on live Sales calls. Thanks to technology like Gainsight’s Horizon AI. To make sure your CSMs get a clearer picture, pair them up with your company’s top sellers so they can learn from the best.

Tips 52

Tips Leadership Sales Training 52

CSM Magazine

JUNE 24, 2021

Connected technology for a Connected Enterprise – opt for connected technology for maximum positive customer impact. Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

NobelBiz

FEBRUARY 14, 2022

Realistic: the target must be attainable while taking into consideration the type of campaign, your technologies, and your targets. What are the right call center agent performance metrics to monitor? This is why managers can help in reducing the total number of incoming support calls.

Metrics 52

Metrics Contact Center Management Call Center 52