Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. Published on: April 23, 2021. Share this page on: Tweet.

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Call Recording 2021 ROI Innovation 72

Eptica

NOVEMBER 11, 2021

Click here to read the full post on the website of our parent company Enghouse Interactive. Integrating call recording into Microsoft Teams. Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. 9 reasons to embrace messaging for customer service.

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Customer Service Call Recording 2021 Customers 125

InteractionMetrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? How did it compare to your ideal customer interaction? 3: Focus on the End of Interactions for How to Improve Customer Service If you’re focusing on how to improve customer service, start with the end.

Customer Service 52

Customer Service Workshop Net Promoter Score Metrics 52

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. Pick up the phone and call a customer.

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Social Media Contact Center Call Recording Voice of Customer 182

CSM Magazine

APRIL 9, 2024

Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software. Call Tracking Software – The Eyes and Ears of Remote Support Call tracking software serves as the eyes and ears of customer service.

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Call Recording E-support Customers Customer Service 64

Eptica

JANUARY 9, 2022

Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Integrating call recording into Microsoft Teams. Read the article on its blog here. You might also be interested in these posts: Preparing for future customer service challenges.

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2021 Blog Customer Service 2022 123

Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

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Customer Experience 2020 Call Recording Blog 127

Totango

MAY 17, 2024

Unsurprisingly, a similar echo was heard at TSIA World INTERACT in May—doubling down on the fact that CS lags behind other customer-facing functions like support and service when it comes to AI adoption and innovation. Connect engagement to communications Record your calls! Tools like Chorus and Gong.io

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Innovation Call Recording Customer Success Government 98

InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Active Waiting Calls Addressing a single call successfully is one thing, but how do your agents handle larger volumes?

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Call Center Metrics Contact Center Customer Service 195

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.

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Call Center Customer Service Average Handle Time Customers 124

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

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Interaction Call Recording 2023 Blog 62

Magellan Solutions

MAY 12, 2023

Virtual answering services have dedicated remote receptionists who answer customers’ phone calls on behalf of small businesses. Reporting The most reputable virtual answering services can provide detailed reports on relevant metrics , including call volume, average handle time (AHT), and first call resolution (FSR).

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Call Recording Average Handle Time Insurance Government 59

Talkdesk

NOVEMBER 25, 2020

This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. 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?

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Contact Center Call Recording Omnichannel Technology 101

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. Whether it’s tech support, consumer affairs, front desk personnel, or inside sales, ensuring that every interaction is exceptional is crucial. Do they personalize interactions?

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Consulting Customer Service Call Recording Customer Service Training 52

CSM Magazine

MAY 31, 2023

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. What is Call Center Recording?

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Call Center Call Recording Customer Service Representative Metrics 52

Eptica

OCTOBER 16, 2020

To find out more read the full post on our parent company Enghouse Interactive’s website. Guest Post: Emotive CX for Customer Interaction. 5 key trends that are impacting call recording in 2020. Share this page on: Tweet.

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Call Recording 2020 Innovation Blog 113

InteractionMetrics

SEPTEMBER 9, 2024

A customer service strategy is a blueprint to boost loyalty— through the interactions frontline reps have with customers. But, if you don’t have millions for advertising, you need to consider how to be intentional with customer service—rather than leaving your frontline interactions with customers to chance!

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Customer Service Strategies Brands Customer Service Advertising 52

SurveySensum

OCTOBER 29, 2024

So, if you want to boost your customer retention rate then better pay attention to those customer interactions. Contact Center Analytics refers to the process of gathering, analyzing, and interpreting data from customer interactions in a business’s customer contact center. However, what are the benefits of contact center analytics?

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Contact Center Average Handle Time Touchpoint Customer Journey 52

CSM Magazine

JUNE 23, 2022

“To achieve this, the AutoTranscribe automatic speech recognition (ASR) model is trained for each company exclusively on their customer interactions, which represents the distinct language, lexicon, and acoustics of their business.

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Call Recording Interaction Information Customers 96

Talkdesk

MAY 12, 2020

Pause the call recording Keeping customer information safe and secure is one of the most important things to maintain in a contact center. Once you hit pause in Callbar, you’ll see a visual indicator showing the call recording has been paused.

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Call Recording Contact Center Call Center Information 86

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Text from sales team interactions. .

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Touchpoint Customer Journey Measurement Social Media 365

CSM Magazine

JUNE 10, 2021

Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. About Calabrio.

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Call Recording 2020 Customer Satisfaction Insights 105

BirdEye

MARCH 1, 2024

Who needs a business call forwarding service? Call forwarding service is necessary for businesses that handle a high volume of customer interactions, have teams spread across multiple locations , have employees traveling for meetings , and face issues managing customer calls.

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

Call Experts

APRIL 8, 2024

Personalization: Use the caller’s name and reference previous interactions to create a personalized experience. Call Routing: Implement intelligent call routing systems to direct callers to the most qualified agent or department for their specific needs. Customized Solutions We understand that each client is unique.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Eptica

APRIL 30, 2021

Based on a recent Call Centre Helper webinar, our latest post explains what emotional intelligence is, techniques to focus on, and how it can benefit your contact centre team. Click here to read it on our parent company Enghouse Interactive’s website. Reducing incoming call volumes while increasing customer satisfaction.

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Call Recording 2021 Webinar Customer Satisfaction 72

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. ” About Salesforce AppExchange.

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Call Recording Customer Satisfaction Interaction Connections 40

NICE inContact

FEBRUARY 13, 2019

Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. And you can do it faster and with more specificity when you can pinpoint specific interactions to evaluate. This means fewer – but higher quality- evaluations.

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Management Call Recording Contact Center Interaction 55

Playvox

APRIL 21, 2023

Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. An omnichannel customer support center connects customers’ interactions no matter where they take place. However, it’s important to remember that lower volume doesn’t mean less effort for your agents.

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Omnichannel Customer Experience Contact Center Social Media 95

Call Experts

SEPTEMBER 15, 2023

Personalization: Use the caller’s name and reference previous interactions to create a personalized experience. Call Routing: Implement intelligent call routing systems to direct callers to the most qualified agent or department for their specific needs. Customized Solutions We understand that each client is unique.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

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.

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Leadership Customer Experience Customer Centricity Net Promoter Score 259

Inbenta

AUGUST 17, 2021

In turn, it will respond with a voice of its own without the need for human interaction on its end. Build natural voice experiences that offer customers a more intuitive way to interact with your chatbot. Build natural voice experiences that offer customers a more intuitive way to interact with your chatbot. Audiocodes.

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Customer Service Competitive Advantage Call Recording Interaction 94

Talkdesk

FEBRUARY 16, 2021

For some, that meant face-to-face interactions had to be replaced by completely new digital engagements. Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording.

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Contact Center Customer Experience Competitive Advantage Call Recording 139

SurveySparrow

JUNE 7, 2024

By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. To help you out, we have shortlisted seven tools that can drastically improve the quality of your sales conversations and customer interactions.

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2024 2026 Omnichannel Contact Center 52

SurveySparrow

JUNE 25, 2024

Call Spotlight goes deep into the conversations and gives you an idea of future steps you need to take. Multi-lingual Support: You can efficiently streamline customer interactions as it can handle 70+ languages. Well, maybe a click) Key Features Call Analytics: Keep a close eye on sales calls without leaving even a single lead.

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Contact Center Demo Sales Call Recording 52

CSM Magazine

SEPTEMBER 21, 2021

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. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. About Calabrio.

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Omnichannel Call Recording Technology Interaction 59

UJET

MAY 19, 2020

Interactive Training. Instead of this style of onboarding, supervisors and Human Resources should use interactive training. Interactive training enables agents to actively learn about the platform, best practices, and more. Interactive training enables agents to actively learn about the platform, best practices, and more.

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Call Recording Document Interaction Demo 82

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. Frontline agents are the ones interacting with customers every single day, representing your brand faithfully.

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Customer Care Roadmap Call Recording Fashion 156