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. Determine what a specific measurable outcome would look like. And yet, leadership buy-in is a critical part of customer experience success.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. In the world of Contact Centers , moving functions like IVR and ACD are obvious choices.

Contact Center 63

Contact Center Call Recording Document ROI 63

CSM Magazine

MARCH 20, 2025

Contact Center as a Service (CCaaS) CCaaS providers host call center infrastructure and software in the cloud, giving you access to advanced technology without significant upfront investment. This project demands a significant investment in personnel, the right tools, and a robust infrastructure.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

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. Research from the SQM Group finds that the average FCR across all industries is about 68%.

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

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. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

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

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

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

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

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

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. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

BlueOcean

SEPTEMBER 17, 2020

Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more. Schedule your Technical Transition kick-off meeting.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

NICE inContact

NOVEMBER 14, 2019

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

Contact Center 9

Contact Center Call Recording Call Center Interaction 9

Calabrio

MARCH 4, 2025

Together, these conversation intelligence functions combine to support customer service and sales teams, such as those in a contact center, with actionable insights on patterns of behavior, opportunities for improvement, and areas of risk. Let’s break this down.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

Kustomer

APRIL 29, 2021

To learn more about recording customer calls and capitalizing the data, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Call Recordings Are the Secret to Better Customer Support | With Steve Richard” on Spreaker.

Call Recording 85

Call Recording Customers Sales Contact Center 85

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Call recording? Understand the capital requirements and where they are aligned in your contact center.

Contact Center 48

Contact Center Return on Investment Government E-support 48

Talkdesk

AUGUST 10, 2017

For customers and prospects in your contact center, agents are the voice of your company. This all starts before a call is even made or received. This helps give the agent the right context so they can get the call started off on the right foot.

Contact Center 40

Contact Center Call Recording Metrics Feedback 40

Stella Connect

MARCH 5, 2018

As part of this ongoing strategy, RevZilla took a hard look at how it could measure and improve performance across its front-line team. Call recordings or chat / email transcripts are then pulled and reviewed. 15% improvement in first contact resolution. Enter Stella Connect. Real-Time Micro-Coaching.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

Stella Connect

MARCH 5, 2018

As part of this ongoing strategy, RevZilla took a hard look at how it could measure and improve performance across its front-line team. Call recordings or chat / email transcripts are then pulled and reviewed. 15% improvement in first contact resolution. Enter Stella Connect. Real-Time Micro-Coaching.

Measurement 40

Measurement Feedback Contact Center Call Recording 40

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. This not only leads to dissatisfaction but also increases the likelihood that customers will abandon the call or, even worse, switch to a competitor or complain on social media. Chat Interactions Contact centers aren’t just for the phone.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Talkdesk

FEBRUARY 20, 2019

In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown. In fact, SICOM technology is used in 30,000 restaurants in 62 countries.

Contact Center 47

Contact Center Call Recording 2018 Events 47

CSM Magazine

AUGUST 4, 2021

Consider this: of people who reached out to a contact center, 73% had tried a digital channel first, according to the Verint Experience Index (VXI): Banking report published earlier this year. Jordan is a contact center agent who scores very well on metrics like average call time and first-call resolution.

Banking 52

Banking Contact Center Customer Service Customer Experience 52

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels.

Call Center 75

Call Center Effort Score Customer Journey Customer Satisfaction 75

Kustomer

AUGUST 8, 2022

Richards notes that measuring just to measure and having data is not going to help improve the situation. He states, “In the organizations… who do a much better job, they kind of close what we call insights-to-performance gap. The whole point, why do you measure a sprinter? Why do you time a skier? I get a kick out of it.

Customer Service 86

Customer Service Call Center Contact Center Measurement 86

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 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. Could you please rate your recommendation on a scale of 0-10?”.

NPS 59

NPS Net Promoter Score Customer Experience 2003 59

Thematic

JANUARY 27, 2019

Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the rest of the company, simply because the analysis of mountains of data they collect may seem daunting. Unstructured data is data that isn’t stored in a fixed record length format. Case study.

Customer Service 59

Customer Service Contact Center NPS Financial 59

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

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. Could you please rate your recommendation on a scale of 0-10?”

NPS 56

NPS Net Promoter Score Customer Experience 2003 56

CSM Magazine

OCTOBER 30, 2019

Customer Experience (CX) is still the number one measure of strategic performance while 87.2% CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers?

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

Thematic

JULY 15, 2024

For many decades, traditional analytics methods were used to analyze contact center data. Speech analytics looks at both the acoustic elements of speech – tone, pitch, speed – as well as the words spoken during customer service calls. Its main use is to measure call quality and agent performance.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62

OpinionLab

JANUARY 14, 2019

At Foresee we focused on CX measurement. Our premise was that to deliver business value you need a customer satisfaction (CSAT) measurement that is based on scientific principles; it must be reliable, precise and accurate. Measurement is bad – because it is just a score and does NOT provide actionable insight.

Measurement 60

Measurement Call Recording Feedback Contact Center 60

Magellan Solutions

OCTOBER 18, 2022

This is because most contact centers have their own list of available numbers they can call. A telesales or telemarketing call center can be a highly useful technique for small firms because it delivers many of the same advantages in terms of direct client contact while taking up less time and money.

Call Center 81

Call Center Advertising Sales Call Recording 81

Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Maybe you’ve never measured it. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved.

Metrics 40

Metrics Customer Service Contact Center Call Recording 40

BirdEye

MARCH 1, 2024

Also, for businesses with remote employees, call forwarding can help a team member step in if someone is out of the office or busy in a meeting. Such measures ensure you answer every customer call and boost the overall customer experience. This helps them recruit the best talent without any location constraints.

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59