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. Online services (e.g. banking) are an obvious choice.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Talkdesk

NOVEMBER 25, 2020

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. To meet the demand, businesses will need to scale their technology and their people.

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

Totango

MAY 17, 2024

Connect engagement to communications Record your calls! provide transcription and summary actions from call recordings to streamline communication, capture valuable insights, and enhance team collaboration. To get started, focus on easy and fast wins like call recording. Tools like Chorus and Gong.io

Innovation 101

Innovation Call Recording Customer Success Government 101

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

Here are a few ways to do this: Engage others with your key messages – raise awareness of contact centre insights and connect those with key organisation-wide goals. 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

Win the Customer

JUNE 5, 2017

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. Create a cloud-based project management system.

Customer Service 88

Customer Service Call Recording Mobile Customer Service Call Center 88

CX Accelerator

FEBRUARY 12, 2018

Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can come from outside sources such as social channels, product review sites, or other online communities. It can even be in the form of free text responses in surveys. Set up listening posts where it matters.

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

CSM Magazine

MARCH 20, 2025

Advanced Enhancements Data Analytics and Reporting : Offers insights into agent performance, call resolution rates, and customer satisfaction to drive informed decisions. Predictive Dialer : Automatically dials numbers and connects calls to agents only when answered.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

UJET

JULY 7, 2020

Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. But these metrics only show a specific perspective of the customer experience. A quality management solution reveals both sides of the customer and agent experience.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Thematic

DECEMBER 15, 2024

Integrating with Existing Systems Once you’ve got the right tool in your arsenal it’s time to connect it with your existing platforms. For example, if you have many voice call recordings you’ll probably need to convert them to text before you can upload them to your AI analysis tool.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

Kustomer

OCTOBER 31, 2018

Amazon Connect is the cloud-based contact center voice solution created by Amazon Web Services (AWS) and based on the same technology used by over 70,000 Amazon customer service associates around the world. Kustomer’s integration with Amazon Connect seamlessly pulls AWS’s robust technology into a single convenient timeline view.

Contact Center 49

Contact Center Connections Webinar Omnichannel 49

InMoment XI

DECEMBER 13, 2024

Call transcription tools record calls in textual format for easier analysis. Instead of listening to a call recording all over again, you can save valuable time by skimming through a handy transcript. These transcripts help identify customer trends and areas of improvement in agent performance.

Call Center 195

Call Center Contact Center Social Media Metrics 195

UJET

JULY 7, 2020

Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. But these metrics only show a specific perspective of the customer experience. A quality management solution reveals both sides of the customer and agent experience.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

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.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

SurveySparrow

FEBRUARY 20, 2020

Blended Call Centre. Call Recording. Call Scripting. Well, the most reliable attributes of Zendesk remains ticket raising and auto-fill forms that help resolve issues during a call and knowledge base that helps customers use the solution efficiently. Call Logging. Call Recording.

2020 96

2020 Customer Service Multi-Channel Social Media 96

Talkdesk

MAY 6, 2020

This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording. Users can now also build custom integrations — right from within CX Cloud — using Talkdesk Connections™ integration builder.

Contact Center 80

Contact Center 2010 Competitive Advantage Call Recording 80

ProProfs Chat

APRIL 19, 2019

When it comes to customer service, it is great to give your customers more options to connect with you. Besides calls and emails, there are multiple channels like text, social media, and live chat that can be used to communicate with the customers. That information can be retrieved through these recorded calls.

Sales 85

Sales Customer Service Marketing Multi-Channel 85

UJET

APRIL 16, 2020

A wired headset will have the best connection and audio quality. But also be aware that the laptop has its own microphone for recording and can be listening, by default, to activate a voice assistant in the operating system. Call recordings and video recordings are both considered personal data and should be handled accordingly.

Wireless 90

Wireless Call Recording Contact Center Customers 90

BirdEye

DECEMBER 22, 2023

For sales and customer service teams, this means connecting with the right person at the right time, reducing wait times, and improving the workflow. GoTo Connect This platform combines phone, messaging, and meetings into a unified communications system.

Communication 111

Communication Demo Call Recording Connections 111

UJET

MAY 19, 2020

With an internet browser and steady WiFi connection, agents can access all the tools they need to service customers no matter where they are. Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions.

Call Recording 82

Call Recording Document Interaction Demo 82

ProProfs Chat

JANUARY 29, 2020

Well, there was a time when companies relied on a single channel approach to connect and interact with customers. The fact remains that they like being connected with you on the channel of their preference. For any business, its employees need to be closely connected to customers. Review Chat Logs, Emails & Call Recordings.

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

Inbenta

MAY 7, 2021

The best virtual phone systems are a boon for those who don’t have physical premises, as they can be used anywhere with an internet connection. He is passionate about connecting businesses and customers and has experience working with Fortune 500 companies such as Google, Experian, Target, Nordstrom, Kayak, Hilton, and Kia.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

Playvox

APRIL 21, 2023

Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Talkdesk

JANUARY 2, 2020

As defined by Gartner, the four pillars for great customer service are: Getting Connected: channel-less architected design to create journeys. There are a ton of features that we love: custom numbers that help us track our ads, custom IVRs, call recording, live reporting, call monitoring, call queue, non-business hours forwarding.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

BirdEye

JUNE 14, 2023

Customers should feel they're building a connection with the brand and that the business values them. Remote work and global connectivity With more people working remotely, companies need to communicate effectively and promote collaboration among workers clocking in from around the globe.

Communication 98

Communication Social Media Document Advertising 98

Talkdesk

APRIL 8, 2020

The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.

Contact Center 69

Contact Center 2014 Call Recording Call Center 69

Calabrio

APRIL 11, 2025

.” “Reduce onboarding time for new call center representatives by 1 week while maintaining quality scores above 90%.” ” “Ensure 100% completion and passing scores on the annual call center compliance training module by the end of Q3.”

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

ProProfs Chat

OCTOBER 25, 2017

In this age of unprecedented connectivity, it’s difficult to limit customer support to a single channel. Customers no longer prefer taking the conventional routes such as email and calls to reach out to a business. Instead, they look for avenues to establish instant connections and get their questions answered.

Social Media 100

Social Media Document Call Center Customers 100

UJET

MAY 19, 2020

With an internet browser and steady WiFi connection, agents can access all the tools they need to service customers no matter where they are. Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions.

Call Recording 72

Call Recording Document Interaction Demo 72

Avaya

JANUARY 29, 2019

Call Recording – A full-time, enterprise recording and archiving solution to help enhance industry compliance, reduce liability, and support customer engagement management. Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. ” About Salesforce AppExchange.

Call Recording 40

Call Recording Customer Satisfaction Interaction Connections 40

Call Experts

SEPTEMBER 15, 2023

Practical Tips for Exceptional Call Handling Putting the following practical tips in place can enhance your call-handling skills and create a lasting impression on your customers. 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

UJET

APRIL 16, 2020

A wired headset will have the best connection and audio quality. But also be aware that the laptop has its own microphone for recording and can be listening, by default, to activate a voice assistant in the operating system. Call recordings and video recordings are both considered personal data and should be handled accordingly.

Wireless 72

Wireless Call Recording Contact Center Customers 72

Inbenta

AUGUST 17, 2021

Inbenta has built connectors both for callbots, specialized voicebots, to which you can speak over the phone (through Twilio voice, audiocodes, Intelepeer), and voice bots that can connect to a smart speaker like Alexa or Google Home. Let’s take a closer look at them: Twilio Voice. Audiocodes.

Customer Service 94

Customer Service Competitive Advantage Call Recording Interaction 94

Calabrio

MARCH 22, 2025

Call center supervisors: Supervisors are responsible for the daily oversight of agent activities, often leading or making key contributions to workforce management, quality management, and process optimization decision-making. But first, you have to capture that activity.

Contact Center 52

Contact Center Management Call Center Measurement 52

CSM Magazine

SEPTEMBER 21, 2021

The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organisations and changing customer needs. Now, the emphasis is on how to diagnose and remedy issues remotely, a challenge that requires simplification.

Omnichannel 59

Omnichannel Call Recording Technology Interaction 59