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?

Call Center 195

Call Center Metrics Contact Center Customer Service 195

CSM Magazine

MARCH 27, 2025

Unusual Call Volume Peaks: Sudden surges in contact volume without corresponding seasonal drivers could point to underlying process errors or inadequate resources. For example, spikes in call volume related to billing queries could indicate unclear invoicing processes. Manual steps like these often indicate areas ripe for automation.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

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. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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. Pick up the phone and call a customer.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

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

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. There are a plethora of reasons to record your calls and digital interactions. For most contact centers, without call recording, there is no quality management.

Call Recording 54

Call Recording Contact Center Call Center Transportation 54

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

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.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

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.

Customer Service 125

Customer Service Call Recording 2021 Customers 125

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. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls.

Call Center 195

Call Center Contact Center Social Media Metrics 195

BlueOcean

DECEMBER 4, 2019

How Contact Centers Interact with Cardholder Data. The most common way an outsourcer interacts with cardholder data is through live agents. Blue Ocean partners with a certified PCI-compliant solutions provider that uses Dual Tone Multi Frequency (DTMF) technology to ensure all our agent-handled interactions are secure.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

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. Empathy and patience for customer interactions.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

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?

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

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.

2021 123

2021 Blog Customer Service 2022 123

Calabrio

FEBRUARY 28, 2025

Essentially, voice analytics can unlock the hidden potential within your contact centers conversationsand turn your interactions into a competitive advantage. And in the realm of the contact center, both terms fall within the scope of interaction analytics solutions and conversation intelligence. How does voice analytics work?

Contact Center 52

Contact Center Insights Average Handle Time Call Center 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

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?

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 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

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. Quality monitoring data provides insights to streamline processes, improve efficiency, and reduce call handle times.

2025 52

2025 Contact Center Call Center Average Handle Time 52

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.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

BirdEye

DECEMBER 26, 2023

Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. Studies suggest that 30% of business phone calls go unanswered. You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls.

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

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.

Call Recording 113

Call Recording 2020 Innovation Blog 113

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.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

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.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

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

Innovation 101

Innovation Call Recording Customer Success Government 101

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

Upstream Works

DECEMBER 11, 2018

According to CMO.com, Gartner VP, Michael Maoz indicates that 72% of customer interactions in 2022 will be facilitated through emerging technologies; RPA, machine learning applications, chatbots and mobile messaging. 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

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Create an agile, efficient call center with the help of these related best practices.

Contact Center 52

Contact Center Management Call Center Measurement 52

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

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.

Call Recording 86

Call Recording Contact Center Call Center Information 86

UJET

JULY 7, 2020

Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention. Quality management reveals insights into the quality of your customer service while workforce management provides data on the agent providing and customer interaction.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Avaya

AUGUST 24, 2016

Other benefits that Common is enjoying thanks to Workforce Optimization Select include: 100% call recording reliability, real-time availability and uptime—empowering Common to quickly and easily review calls for dispute resolution, fraud prevention and more.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

Inbenta

MAY 7, 2021

In e-commerce it can be harder to build a relationship with customers because there’s no face-to-face interaction. Remember that speed and efficiency are key, whichever medium you’re using to interact with the customer. A dedicated customer service software can store all your customer interactions, regardless of platform.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

SurveySparrow

FEBRUARY 20, 2020

Blended Call Centre. Call Recording. Call Scripting. Interactive Voice Response. Well, the most reliable attributes of Zendesk remains ticket raising and auto-fill forms that help resolve issues during a call and knowledge base that helps customers use the solution efficiently. Call Logging.

2020 96

2020 Customer Service Multi-Channel Social Media 96

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.

Call Recording 96

Call Recording Interaction Information Customers 96