InMoment XI
MARCH 14, 2025
The real challenge is capturing that unstructured data, which requires tools like conversational intelligence software to process insights from customer interactions. This data could include: Customer call recordings (or transcriptions of those recordings) Customer feedback (surveys) Written customer interactions (email, chat, helpdesk) 4.
Totango
MAY 17, 2024
provide transcription and summary actions from call recordings to streamline communication, capture valuable insights, and enhance team collaboration. Leverage recording integrations to simplify account summary workflows, then use generative AI tools to craft summaries of the output. Tools like Chorus and Gong.io
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NICE inContact
SEPTEMBER 20, 2019
Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. Your Contact Center represents the front line to your constituents and customers. Cloud allows you to activate features with incredible ease.
Totango
JULY 17, 2024
Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams.
Talkdesk
JULY 20, 2017
With the introduction of numerous applications and services, it is likely your agents need to juggle multiple tools in order to support the customer base. Your agents are most likely using three to four tools to resolve a single customer issue. Agent asks the IT admin to pull the call recording.
Playvox
APRIL 21, 2023
Providing different channels as contact methods without monitoring for performance or quality means the customer experience could suffer in those channels without you even realizing it. It wasn’t very revealing of agents’ real performance — or of any customer service problems that might be brewing.
TechSee
AUGUST 26, 2024
Whether in-house or outsourced, it’s critical to ensure that agents representing your brand are adept at understanding customer needs, articulating solutions clearly, and handling difficult situations with empathy and professionalism.
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