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. So, if you want to boost your customer retention rate then better pay attention to those customer interactions. That’s where contact center analytics comes into play.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Interactions

MARCH 14, 2025

At Interactions, weve been dotting the is and crossing the ts on data security and compliance concerns for two decades. While our company mission is to make every interaction between our clients and our customers effortless, we also apply that same ethos to our role as a partner. You choose exactly how we manage your data.

Financial 62

Financial Interaction Call Recording Social Media 62

Talkdesk

NOVEMBER 25, 2020

There will be a rise in customer interactions throughout the entire buyer’s cycle. Here are three tips on how to scale your contact center for the seasonal rush. Agents can make and receive phone calls directly from their browser on any device alongside contextual information about the customer. But how can they do it?

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. Therefore, a positive call center experience is essential for business growth. It monitors metrics like average talk time, call availability, and cost per call.

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?

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

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. Why is Conversational Analytics Important?

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. Listening to call recordings is time-consuming work. Make no mistake.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

BlueOcean

DECEMBER 4, 2019

If you are going to RFP for contact center services, insight into consumer credit card data protection – typically either certification or compliance with an established standard – is likely going to be part of the conversation. How Contact Centers Interact with Cardholder Data. DTMF for the Win.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

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

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Call Recording 54

Call Recording Contact Center Call Center Transportation 54

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

Talkdesk

FEBRUARY 16, 2021

For some, that meant face-to-face interactions had to be replaced by completely new digital engagements. 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.

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? This leads to a more predictableand satisfyingcustomer experience.

2025 52

2025 Contact Center Call Center Average Handle Time 52

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. For example, it can identify customers who frequently reach out to your sales team to better understand products before committing, so you can be proactive in future interactions.

Insights 195

Insights Sales Interaction Metrics 195

CSM Magazine

MARCH 20, 2025

For instance, a sales-focused call center may require tools like predictive dialers, while a customer support hub might prioritize interactive voice response (IVR) systems. Decide on a Budget Your budget will determine the tools, staffing, and type of call center you can afford. Problem-solving abilities.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

Calabrio

MARCH 10, 2025

However, there is an under-used resource that can help mitigate this problem: customer interaction data. Fortunately, advancements in AI have improved the impact of conversation intelligence (CI) , providing a scalable solution for deriving meaningful insights from customer interactions.

Retail 40

Retail Brands Contact Center Apparel 40

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. To calculate FCR: Track all interactions initiated by customers within a given period, such as one month. Divide FCR by the total number of calls in a specific time and multiply by 100.

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

NICE inContact

JULY 19, 2018

There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency.

Contact Center 48

Contact Center Call Recording Reference Loyalty 48

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. Meanwhile, agent-based interaction will reduce to 15% by 2022, with a further 21% being agent-assisted self-service.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

Your leaders might never interact with a CRM system or understand its importance. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. You can state how you believe this visibility will speed up the way the organization can close the loop with customers.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

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

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. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

Cyara

JULY 21, 2021

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. A single interaction. That’s it.

Contact Center 67

Contact Center Customer Journey Consumers Interaction 67

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. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling.

Contact Center 52

Contact Center Call Recording Sales Download 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. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

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

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

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Call Recordings. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. The view from the contact center. But how secure are they?

Contact Center 52

Contact Center 2018 2004 2008 52

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

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Then, they match this information with structured metadata about the interaction. With Automated Quality Management capabilities , analyzing 100% of customer interactions is completed within minutes.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

TechSee

AUGUST 26, 2024

In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it. One primary concern is long call wait and handle times. Chat Interactions Contact centers aren’t just for the phone.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Talkdesk

MAY 12, 2020

Because it’s not restricted to a browser tab, it’s a flexible tool that allows for easy, convenient access when making and receiving calls. Set your availability A contact center agent’s day is dynamic. You’ll be constantly moving between being on calls with customers, updating customer contact information and more.

Call Recording 86

Call Recording Contact Center Call Center Information 86

NICE inContact

JULY 23, 2015

What is an Intelligent Contact Center? 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. Some recent additions to the arsenal include: Cross Platform Communication.

Contact Center 48

Contact Center Multi-Channel Social Media Call Recording 48