Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Contact Center 52

Contact Center Management Call Center Measurement 52

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

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

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

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Contact Center Technology Average Handle Time Call Center 98

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center 2010 Competitive Advantage Call Recording 80

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. Make no mistake.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Here are some strategies to craft a compelling CX business case and effectively communicate it to leadership: 1.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Contact Center 69

Contact Center Sports Webinar Average Handle Time 69

UJET

DECEMBER 9, 2021

Contact center employees are extremely important to the overall success and health of businesses. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. . What is Call Center Burnout?

Contact Center 72

Contact Center 2022 Call Center Metrics 72

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? What is call quality monitoring?

2025 52

2025 Contact Center Call Center Average Handle Time 52

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Making each solution communicate efficiently requires a lot of technical overhead. Without that information, contact center teams will be reacting instead of creating proactive scheduling and strategy.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

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.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Changes to the modern contact center environment . Modern contact center environments are often fast-paced, stressful, and demanding.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

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

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

UJET

JULY 7, 2020

30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Making each solution communicate efficiently requires a lot of technical overhead. Without that information, contact center teams will be reacting instead of creating proactive scheduling and strategy.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

Calabrio

MARCH 5, 2025

In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%.

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

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

Calabrio

SEPTEMBER 26, 2024

Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers.

Contact Center 52

Contact Center Call Recording Management Healthcare 52

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

NICE inContact

JULY 23, 2015

What is an Intelligent Contact Center? Some recent additions to the arsenal include: Cross Platform Communication. In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc.

Contact Center 48

Contact Center Multi-Channel Social Media Call Recording 48

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. Chat Interactions Contact centers aren’t just for the phone.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us. But that is only half of the conversation.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Call summarization: Instead of sifting through hours of recorded conversations, conversation artificial intelligence helps to provide concise summaries and highlight key takeaways. Let’s break this down.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience.

Management 55

Management Call Recording Contact Center Interaction 55

UJET

DECEMBER 17, 2020

Communications more inclusive of language, culture, and ability. When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

UJET

DECEMBER 17, 2020

Communications more inclusive of language, culture, and ability. When paired with an intelligent contact center platform to “recognize” repeat digital visitors, NLP can offer personalized greetings. Imagine that a customer who is in a hurry calls into your contact center.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Customer satisfaction is a crucial metric and the priority of every call center employee.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

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

Talkdesk

MAY 3, 2017

The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. Below is a list of AppConnect launch partners; all of these apps are available for a free trial, so if you see something you like, add it to your contact center and starting measuring the impact today.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

Ann Michaels and Associates

JUNE 15, 2020

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Perform a deep analysis of your call records. Consider how many calls are subsequently transferred into other departments. Enda Kenneally at West Unified Communications.

NPS 59

NPS Net Promoter Score Customer Experience 2003 59

NICE inContact

APRIL 5, 2016

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. Agents are connected before the customer answers, which helps start the call off positively and increases connect rates. #2:

Contact Center 48

Contact Center Call Recording Omnichannel Download 48

Ann Michaels and Associates

MARCH 30, 2019

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Perform a deep analysis of your call records. Think about how many calls are subsequently transferred into other departments. Enda Kenneally at West Unified Communications.

NPS 56

NPS Net Promoter Score Customer Experience 2003 56