Eptica

NOVEMBER 11, 2021

Integrating call recording into Microsoft Teams. Categorie(s): Trends & Markets Best Practice The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. Share this page on: Tweet. 9 reasons to embrace messaging for customer service.

Customer Service 125

Customer Service Call Recording Trends Customers 125

Eptica

JANUARY 9, 2022

Integrating call recording into Microsoft Teams. Categorie(s): Trends & Markets As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Tags: top CX blog posts, FCR, agent wellbeing, Cloud Contact Centre Categories: Trends & Markets.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

Eptica

OCTOBER 2, 2020

Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate. Tags: CX, Customer Service, Contact Channels Categories: Trends & Markets.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

NobelBiz

NOVEMBER 27, 2023

.’ Uncover the secrets to optimizing call center efficiency, enhancing customer experiences, and making informed decisions for your business. For businesses that utilize call recording features, call logs provide a convenient way to access and link recorded calls for further analysis.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. 5 key trends that are impacting call recording in 2020.

Call Recording 113

Call Recording Trends Meeting Innovation 113

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. At NICE inContact, we’re excited to share how your organization can save time and expense by evaluating the right interactions the first time.

Analytics 162

Analytics Management Contact Center Call Recording 162

Eptica

APRIL 30, 2021

You might also be interested in these posts: The changing place of call recording in the contact centre. Reducing incoming call volumes while increasing customer satisfaction. Tags: Emotional intelligence, Hybrid Working Categories: Best Practice, Trends & Markets. Share this page on: Tweet.

Call Recording 72

Call Recording Trends Customer Satisfaction Meeting 72

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. All enabled by NobelBiz leading contact center technology.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

Kustomer

APRIL 29, 2021

To learn more about recording customer calls and capitalizing the data, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Call Recordings Are the Secret to Better Customer Support | With Steve Richard” on Spreaker.

Call Recording 98

Call Recording Omni-Channel Data Customers 98

Call Experts

APRIL 8, 2024

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 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. It is critical that contact centers become intimately familiar with these regulations and select the right recording software to maintain compliance. Call Analytics. Dispute Resolution.

Call Recording 136

Call Recording Contact Center Call Center Transportation 136

NobelBiz

MARCH 14, 2023

Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement. This data may include call recordings, customer information, and performance metrics. Data quality: Call center data can be messy and inconsistent.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

Call Experts

NOVEMBER 25, 2020

According to Industry Today’s 2020 VoIP Industry Trends, there will be a 90% reduction in start-up costs for small businesses that use VoIP, and the number of companies that utilize this tool will increase. You can send essential notifications to your customers and keep your on-call teams updated via SMS and email messages.

Contact Center 64

Contact Center Call Recording Trends Customer Retention 64

NICE inContact

APRIL 9, 2019

Call recordings contain valuable insight on customer feelings, preferences and more! Monitoring calls is a powerful way for contact centers to understand the experience their callers receive and where it can be improved. Legal and compliance reasons. Agent coaching and development.

Contact Center 139

Contact Center Call Recording Policies Software 139

Call Experts

SEPTEMBER 15, 2023

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

NICE inContact

SEPTEMBER 13, 2019

You can also identify trending product and consumer issues that may represent a hazard to the company, for example a trend indicating a battery is catching on fire. or where the customer uses language that indicates they may pose a legal hazard. With contact center analytics , help is on the way. See what it can do for you.

Contact Center 136

Contact Center Call Center Analytics Trends 136

BlueOcean

NOVEMBER 6, 2019

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up. Remember that “per agent hour” number for an outsourced partner?

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NICE inContact

OCTOBER 17, 2019

Call recording? When it comes to making contact center investments that will deliver significant return on investment for public sector agencies looking to improve the citizen experience – there are three categories that agency leaders should focus on: Understand the current state of your contact center?

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

MiaRec

JULY 15, 2022

The first trend he mentioned is that we are no longer operating within our own silo. A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years.

Contact Center 84

Contact Center Trends Measurement Call Recording 84

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

Grupo Noa

DECEMBER 15, 2020

The use of latest technical tools and calling equipment: A firm has to offer outstanding call quality to customers. Since entrepreneurs are usually busy towards managing financial resources of the firm, so they might be unaware of the emerging trend in customer services.

Call Center 52

Call Center Contact Center Call Recording Financial 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

Avaya

AUGUST 24, 2016

Other benefits that Common is enjoying thanks to Workforce Optimization Select include: 100% call recording reliability, real-time availability and uptime—empowering Common to quickly and easily review calls for dispute resolution, fraud prevention and more.

Tools 40

Tools Call Recording Contact Center e-support 40

RapportBoost

OCTOBER 16, 2018

We had the privilege of speaking with this renowned researcher on the trends in Conversational Selling and evolving role Live Chat is playing in this field. RB: Give us an idea of who is involved in the market currently, who are the players that you are seeing in the trends in that?

Multi-Channel 45

Multi-Channel Contact Center Analytics Call Recording 45

CSM Magazine

FEBRUARY 12, 2020

Track Customer Trends. Use software and platforms that allow your business to track customer trends. If you know your customer’s needs and track their trends, you gain vital insights. Call Recordings. Consumers demand fantastic service and will spend more to get it. But, they may differ from one another.

Customer Experience 52

Customer Experience How To Call Recording Poor Customer Service 52

CSM Magazine

JUNE 24, 2021

Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

Grupo Noa

MAY 4, 2018

The use of latest technical tools and calling equipment: A firm has to offer outstanding call quality to customers. Since entrepreneurs are usually busy towards managing financial resources of the firm, so they might be unaware of the emerging trend in customer services.

Call Center 40

Call Center Contact Center Call Recording Financial 40

ECXO

MARCH 24, 2024

AI can quickly analyze this massive amount of data, identify patterns and trends, and use these insights to tailor customer experiences. Customer Service Interactions: Data from customer service interactions, including chat logs, call recordings, and support tickets.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

Talkdesk

JULY 16, 2019

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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Clarabridge

SEPTEMBER 22, 2015

Unstructured data is found beyond social media—it’s the write-in text in your surveys, the emails your customers send you, the call recordings from your call center, and dozens of other sources. It helps you to explain your survey results, find the root causes of revenue trends, and gauge customer sentiment toward your brand.

Data 40

Data Social Media Insurance Call Recording 40

Talkdesk

MARCH 14, 2018

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. This shift in issue depth requires a new level of training and better real-time information to empower agents to resolve customer issues using critical thinking skills.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. During monthly “Geek Speaks,” managers sit down with individual Gear Geeks and use Stella Connect’s Trends dashboard to discuss how their overall performance has changed month-over-month and how it compares with that of other team members.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

Call recordings or chat / email transcripts are then pulled and reviewed. During monthly “Geek Speaks,” managers sit down with individual Gear Geeks and use Stella Connect’s Trends dashboard to discuss how their overall performance has changed month-over-month and how it compares with that of other team members.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Talkdesk

MAY 19, 2015

Oxford defines “big data” as “extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions.” Big data is of special interest to businesses that wish to gauge their consumers’ preferences and ideas regarding customer service.

Call Center 40

Call Center Data Customer Journeys Customer Service 40

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Listening to call recordings is time-consuming work. Pick up the phone and call a customer.

Survey 345

Survey Social Media Contact Center Call Recording 345

Talkdesk

AUGUST 9, 2017

To see how the team’s performance has changed over time, the admin could customize the time frame of the Talkdesk Live data and identify larger trends. For example, if there are a high volume of abandoned calls, an admin could pull up a list of each of those calls to see if a simple fix could correct the problem.

Contact Center 40

Contact Center Report Self Service Abandon Rate 40