SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. And that beginning is this – PayScale cites an average $13/hour for a customer service rep. The Cost of Contact Center Infrastructure.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

BlueOcean

JANUARY 23, 2024

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. And that beginning is this – PayScale cites an average $16/hour for a customer service rep. Yes, you can. Price per seat quickly adds up.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

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

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.

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

InMoment XI

DECEMBER 13, 2024

As a result, teams can make informed decisions on improving customer relationships and resolving issues. Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. Dashboards visualize call center performance in real-time.

Call Center 195

Call Center Contact Center Social Media Metrics 195

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 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. The tone of the customer conveyed their sentiment about the issues.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. How Contact Centers Interact with Cardholder Data. PCI Compliance in the Contact Center.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

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. They’re the front line of customer interactions, and often the only people your customers will ever interact with. When contact center employees aren’t performing their best, the customer experience declines.

Contact Center 72

Contact Center 2022 Call Center Metrics 72

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

CSM Magazine

MARCH 20, 2025

Better customer service, more efficient operations, and increased business growth? 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.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Calabrio

MARCH 5, 2025

First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Why is First Call Resolution Important?

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Managing Resources: engaged and empowered staff. .”

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

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 . Communicate with your customers. 5 – GET KNOWLEDGEABLE.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service. AI, Bots & RPA.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Seventy-two percent of contact centers offer additional products to their customers to enhance customer experiences.

Contact Center 52

Contact Center Call Recording Sales Download 52

Kustomer

AUGUST 8, 2022

In this episode of Customer Service Secrets, Gabe Larsen is joined by co-founder of ExecVision Steve Richards, to discuss customer quality and assurance, as well as guidance to provide reps with customer service coaching. The Steps to an Effective Customer Service Call. Data Is Not The Issue.

Customer Service 86

Customer Service Call Center Contact Center Measurement 86

Talkdesk

MARCH 4, 2021

One efficient way to take action is to repurpose on-site resources, such as bankers, by leveraging contact center functionality and mobilizing them around a client. Provide a smartphone and mobile-ready contact center software. To achieve this, it’s best to acquire contact center software that is mobile-ready.

Contact Center 94

Contact Center Customer Experience Banking Telecommunications 94

CSM Magazine

DECEMBER 12, 2019

In today’s increasingly cashless society, customers rely more and more on using credit and debit cards for payments. Many contact centers do not require a full audit with a QSA and self-assessment questionnaires are becoming far more popular. The view from the contact center. But how secure are they?

Contact Center 52

Contact Center 2018 2004 2008 52

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. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center 2018 Call Center Call Recording 40

InMoment XI

MARCH 21, 2025

Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. Example: A software development product team finds that customers frequently struggle to navigate their solutions interface.

Insights 195

Insights Sales Interaction Metrics 195

Calabrio

MARCH 4, 2025

They also apply AI models to analyze customer intent to surface desires, needs, opinions, and expectations of customers. Its worth taking a moment, though, to explore the third function above in particular, around how AI analyzes customer intentor whats behind a customers feedback or expression of an unmet need.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

CSM Magazine

AUGUST 4, 2021

Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service. As branches shut down due to COVID-19 regulations, customers turned to digital channels to conduct their business. Changing behaviors meant banks had to adapt quickly to meet new customer service needs.

Banking 52

Banking Contact Center Customer Service Customer Experience 52

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service.

Customer Service 59

Customer Service Contact Center NPS Financial 59

Kustomer

OCTOBER 31, 2018

Kustomer is partnering with Amazon Web Services to deliver next-level omnichannel support and experience for enterprises and contact centers. The integrated solution is already live in enterprise-level contact centers in companies such as Ring, the global home security provider.

Contact Center 49

Contact Center Connections Webinar Omnichannel 49

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. Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Kustomer

APRIL 29, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Steve Richard from ExecVision and Vikas Bhambri from Kustomer to learn about recording customer phone calls and how the data is useful to CX agents. TRANSCRIPT. Intro Voice: (00:04).

Call Recording 85

Call Recording Customers Sales Contact Center 85

BirdEye

MARCH 1, 2024

However, this can pose challenges in setting up contact centers for customer support or monitoring every employee’s inbound/outbound calls. Enabling business call forwarding helps provide flexibility by routing calls within the VoIP business phone system, irrespective of the location.

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Call Recording 50

Call Experts

NOVEMBER 25, 2020

Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines. When you don’t want your teams spending time on some unwanted calls, you can choose to block these calls with ease. Do you want to learn more about on-call scheduling?

Contact Center 64

Contact Center Call Recording 2020 Reference 64