CSM Magazine

MARCH 20, 2025

Computer Telephony Integration (CTI) : Integrates phone systems with your computers, allowing agents to manage calls more effectively. Interactive Voice Response (IVR) : Automates customer service by routing callers to the appropriate department or providing self-service options. How to use call center tools and software.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

GetFeedback

JANUARY 19, 2020

The main weakness of surveys is they tend to get input from very happy or unhappy customers. Response rates of 10% or less are common for general customer satisfaction surveys , leaving CX leaders to wonder: What do all those other customers think? Indirect or inferred feedback from analyzing customer interaction data.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InteractionMetrics

NOVEMBER 21, 2024

Whether you’re tackling customer service challenges or fine-tuning your approach, these strategies will help you provide great customer service and quickly increase customer satisfaction. 1: Pick One Customer and Empathize Empathy is a cornerstone of excellent customer service.

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. Why is call quality monitoring so important in the contact center? If theyre still cutting, that is.)

2025 52

2025 Contact Center Call Center Average Handle Time 52

InMoment XI

DECEMBER 13, 2024

What Is A Call Center Dashboard? A call center dashboard is a centralized digital interface providing real-time insights into call center performance. It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic.

Call Center 195

Call Center Contact Center Social Media Metrics 195

Calabrio

MARCH 10, 2025

However, even outside of this cohort, returns can combine to create a cycle that negatively impacts both profitability and customer satisfaction. For brands, the ripple effects include increased return processing costs, disrupted inventory management, and potential damage to customer relationships.

Retail 40

Retail Brands Contact Center Apparel 40

Talkdesk

FEBRUARY 16, 2021

And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. For some, that meant face-to-face interactions had to be replaced by completely new digital engagements.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

Calabrio

FEBRUARY 28, 2025

It can be done through various means, including phone calls, voice messages, or any other audio recording methodbut its typically all handled by a contact center call recording solution thats offered as a standalone tool, or as part of a CCaaS or workforce engagement management software platform.

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

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. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

InMoment XI

MARCH 21, 2025

Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. It also evaluates how customer-facing teams handle interactions, pinpointing both high-performing agents and areas that need improvement.

Insights 195

Insights Sales Interaction Metrics 195

CSM Magazine

JUNE 10, 2021

To improve results, teams will share best practices, creating a learning culture that cultivates great improvements in customer satisfaction. Highlight how customer satisfaction has increased and make other departments aware that the contact centre is there to help them to deliver similar results.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

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. Why is First Call Resolution Important? Increased Customer Satisfaction (CSAT): FCR directly correlates with customer satisfaction.

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

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

Talkdesk

JULY 16, 2019

What is Performance Management? 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.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Manage complex call flow designs.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Totango

JULY 17, 2024

CS and sales alignment: The secret weapon for success Over the past year, customer success managers (CSMs) have taken a stronger role in driving commercial responsibilities, like customer success qualified leads (CSQLs) and expansion revenue. But to do that well, CS needs true alignment with their sales counterparts.

Sales 100

Sales Metrics Customer Success Call Recording 100

Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. With digital workforce management , workforce managers can get out of spreadsheets and into higher-value work.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

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. It’s convenient for both you and your callers.

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

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. However, modern business demands have expanded far beyond this.

Contact Center 52

Contact Center Call Recording Management Healthcare 52

Eptica

APRIL 30, 2021

Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. You might also be interested in these posts: The changing place of call recording in the contact centre. Reducing incoming call volumes while increasing customer satisfaction.

Call Recording 72

Call Recording 2021 Webinar Customer Satisfaction 72

CSM Magazine

APRIL 9, 2024

Call tracking software and workforce optimization platforms are therefore not merely convenient; they are indispensable in ensuring that support agents can provide the same, if not superior, level of service as they did within traditional office environments.

Call Recording 64

Call Recording E-support Customers Customer Service 64

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. Process Orchestration: support for more and more complex and personalized customer engagements. Managing Resources: engaged and empowered staff. ” – Operations Manager.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

Calabrio

MARCH 4, 2025

How Conversation Intelligence Works The core of conversation intelligences functionality is taking call recordings and running this data through speech-to-text AI models, then analyzing text-based data from emails, chats, surveys, social feeds, and more to make sense of the context of the conversations.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

Magellan Solutions

MAY 12, 2023

A virtual answering service ensures that somebody will answer all your calls promptly. This task is important in improving customer satisfaction. Furthermore, virtual receptionists can provide personalized service, allowing your small business to build better customer relationships.

Call Recording 59

Call Recording Average Handle Time Insurance Government 59

Call Experts

SEPTEMBER 15, 2023

Encourage them to explore different options and involve customers in the decision-making process when appropriate. Patience: Understand that some customers may be frustrated or upset. Time Management: Strive for efficiency without rushing the caller. Ensure that each call receives the time it needs for resolution.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

Call Experts

APRIL 8, 2024

Encourage them to explore different options and involve customers in the decision-making process when appropriate. Patience: Understand that some customers may be frustrated or upset. Time Management: Strive for efficiency without rushing the caller. Ensure that each call receives the time it needs for resolution.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

CSM Magazine

SEPTEMBER 21, 2021

In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions. 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.

Omnichannel 59

Omnichannel Call Recording Technology Interaction 59

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.

Call Recording 40

Call Recording Customer Satisfaction Interaction Connections 40

ProProfs Chat

JANUARY 29, 2020

What’s worse is that customers who are victims of sub-standard CX are more inclined to discuss it within their individual circles. Obviously, you have to do what you can to avert this situation and come up with a strategy to boost customer satisfaction. Customer Satisfaction is Paramount.

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. FCR has strong links to customer satisfaction, service efficiency, and service costs. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics.

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

UJET

JANUARY 9, 2020

Combined with customer data sets, these technologies are enabling customers to find solutions without the help of a live agent. While these advancements have all dramatically improved customer satisfaction, one area that is commonly lost in the shuffle is the agent experience? Collect Important Support Data.

Customer Experience 72

Customer Experience Call Recording Customer Satisfaction Customers 72

ProProfs Chat

APRIL 19, 2019

But how do you provide an experience that will set a lasting impact on the customers? No matter what role your play – sales representative, marketing professional, or support personnel; these useful tips will help you in offering high-level customer satisfaction to your valuable clients: 1.

Sales 85

Sales Customer Service Marketing Multi-Channel 85

CSM Magazine

MAY 31, 2023

In the heart of every successful business, a strong commitment to customer satisfaction is always present. One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience.

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

Inbenta

MAY 7, 2021

However, if getting the right solution takes too long, the customer will still be left feeling that you could have done better. Customer satisfaction translates into customer loyalty, great online reviews and word of mouth recommendations. It’s no use investing in tools that no one can use.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. About Calabrio.

Technology 52

Technology Telecommunications Call Recording Insurance 52

Thematic

JULY 15, 2024

customer-agent) Historical records (e.g., With the rise of AI, conversational analytics took over is a more complete tool for understanding the full range of customer interactions across multiple channels. This software can be part of a larger solution, a services package, or a pointed solution to solve this problem.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62