CSM Magazine

APRIL 3, 2024

Understanding and complying with data protection laws is paramount, especially for businesses engaging in call recording. But what does this mean for organizations that record calls? Before we get into the specifics of call recording, it’s important to grasp the essence of GDPR. What Is GDPR?

Call Recording 40

Call Recording Document 2018 Information 40

InMoment XI

OCTOBER 31, 2024

For example, if the caller initially complained via email before picking up the phone, they will expect the agent to have a record of that initial communication. Quality Assurance (QA) Call centers use quality assurance (QA) to monitor their customer service quality. For example, are they hesitant when offering solutions?

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Insights 195

Insights Sales Interaction Metrics 195

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.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

InMoment XI

SEPTEMBER 3, 2024

By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. This data can then be used to provide personalized feedback and coaching to employees based on their communication patterns and skill gaps.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Sending a separate survey invitation email. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

BirdEye

DECEMBER 26, 2023

But unfortunately, most businesses are not where they should be in customer communications. Studies suggest that 30% of business phone calls go unanswered. VoIP or Voice over Internet Protocol is a communication system that uses the internet to make calls, unlike a traditional landline telephone. What is a VoIP number?

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

8x8

SEPTEMBER 14, 2017

For retailers, clear communications between customers, employees and suppliers is critical for increasing business productivity and accelerating revenue growth. In addition, Town Fair Tire has reduced its total monthly communications cost by over 35%.

Communication 48

Communication Retail Contact Center Call Recording 48

CSM Magazine

MARCH 20, 2025

A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity. Equip the call center with: Comfortable chairs with lumbar support. Proper lighting to reduce eye strain.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

InteractionMetrics

NOVEMBER 21, 2024

2: Re-Read One Email for Clarity and Impact Customer communication often starts with emails. Refining written communication boosts clarity, consistency, and customer satisfaction. Tools like chat transcripts or call recordings offer additional insight. Repeat this exercise for at least 10 different customers.

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Metrics 195

Totango

MAY 17, 2024

Inconsistent post-call follow-up : According to a recent Deloitte report, one-third (35%) of a CSM’s time is spent driving follow-ups and pulling materials post-customer meetings. Connect engagement to communications Record your calls! To get started, focus on easy and fast wins like call recording.

Innovation 101

Innovation Call Recording Customer Success Government 101

Kustomer

APRIL 29, 2021

Are Phone Calls Dying Off in the CX World? For years, phone calls as a means of communication between CX agents and customers has been under great speculation. Debate amongst the customer experience community over whether or not this communication channel would eventually die out takes place frequently.

Call Recording 85

Call Recording Customers Sales Contact Center 85

CX Accelerator

FEBRUARY 12, 2018

It can come from outside sources such as social channels, product review sites, or other online communities. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. A version of this post originally appeared on M4 Communications blog. Twitter - @SueDuris

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

Talkdesk

NOVEMBER 25, 2020

When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording.

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

UJET

JULY 7, 2020

Making each solution communicate efficiently requires a lot of technical overhead. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Only 7% said their technologies were “well integrated.”

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

Win the Customer

JUNE 5, 2017

Free tools might work for a quick video chat, but lack the features to streamline communication among a large group. Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business.

Customer Service 88

Customer Service Call Recording Mobile Customer Service Call Center 88

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

CSM Magazine

JUNE 10, 2021

With initiatives like this, lanes of communication open up, so that other department heads may even reach out to the contact centre themselves. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

SurveySparrow

FEBRUARY 20, 2020

The cloud-based customer service software offers you relevant features like: Multi-channel communication. The ticket-based solution provides a complete tracking system for almost all sorts of communication with your customers. Blended Call Centre. Call Recording. Call Scripting. Multi-channel Communication.

2020 96

2020 Customer Service Multi-Channel Social Media 96

UJET

JULY 7, 2020

Making each solution communicate efficiently requires a lot of technical overhead. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Only 7% said their technologies were “well integrated.”

Engagement 96

Engagement Contact Center Call Recording Metrics 96

TechSee

AUGUST 26, 2024

Another common issue is a lack of communication skills among agents. When agents struggle to understand customers or clearly communicate instructions, there is a natural growth in misunderstandings and mismanagement of customer issues.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. This leads to a more predictableand satisfyingcustomer experience.

2025 52

2025 Contact Center Call Center Average Handle Time 52

BirdEye

DECEMBER 22, 2023

According to our research, 35% of businesses still believe that phone calls are the most effective communication channel. It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth.

Communication 111

Communication Demo Call Recording Connections 111

ProProfs Chat

JANUARY 29, 2020

The current digitally dominant world has reduced the wait time to seconds , and no one wants to resort to old school methods of communicating with their favorite brands. ’ What it means is that your clients can make use of more than one communication channel to reach out to your business with their questions or queries.

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

Natalie Petouhof

SEPTEMBER 26, 2016

In these new systems, modern business communications integrate seamlessly with the productivity apps that employees use every day, making it easier than ever for them to collaborate with docs, emails, and calendar invites. No need to hire a team to manage the cloud based communications.

Communication 40

Communication ROI Technology Innovation 40

Calabrio

FEBRUARY 28, 2025

Steps include: Audio capture The voice analytics process begins with the capture of voice communications.

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

Inbenta

MAY 7, 2021

In which language do they prefer to communicate? By learning about these preferences, you can determine when synchronous or asynchronous communication should be used. Plus, if this is not the first communication, they’ll be familiar with the background instead of making the customer tell the whole story all over again.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

Totango

JULY 17, 2024

This tool can seem simplistic, but it quickly helps encourage communication between the teams, ensuring smoother handovers and better customer experiences. This is especially useful for providing executives with an initial view of a customer’s status before hopping on a call with them.

Sales 100

Sales Metrics Customer Success Call Recording 100

Talkdesk

MARCH 4, 2021

Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. What does it take?

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

ProProfs Chat

APRIL 19, 2019

Find the right communication channel – 66% of consumers have used at least 3 different communication channels to contact customer service. Besides calls and emails, there are multiple channels like text, social media, and live chat that can be used to communicate with the customers. Record and Reflect.

Sales 85

Sales Customer Service Marketing Multi-Channel 85

Call Experts

NOVEMBER 18, 2021

Contact center technology encompasses all those tools and technologies used by the contact center teams to communicate with customers over the phone. Specifically, this technology ranges from automated call routing and call recording to call distribution across groups and campaigns. .

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

Talkdesk

MARCH 12, 2021

A digital customer engagement solution that helps you quickly respond to customers in a contextualized way using their preferred communication channel (voice, chat, SMS, email or social media). Talkdesk CX Cloud can be deployed (full implementation) quickly and provides a free and long-term call recording storage facility.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Talkdesk

SEPTEMBER 6, 2017

They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working. He emailed back with full details and even a copy from his cell phone bill, showing the call he made. Only offer one or two?

Communication 40

Communication Hotels Magazine Customer Service 40

Magellan Solutions

MAY 12, 2023

How Answering Services Work And The Features They Offer Business process outsourcing (BPO) companies, like Magellan Solutions , have state-of-the-art facilities and communications equipment and highly trained virtual answering assistants ready to take calls on behalf of small businesses.

Call Recording 59

Call Recording Average Handle Time Insurance Government 59

Talkdesk

SEPTEMBER 6, 2017

They called when they needed to book a ticket, they called when they needed a refund, they called to offer feedback, and they called when the product they purchased stopped working. He emailed back with full details and even a copy from his cell phone bill, showing the call he made. Only offer one or two?

Communication 40

Communication Hotels Magazine Customer Service 40