BirdEye

MARCH 1, 2024

Are you a multi-location business struggling with time zone headaches and frustrated customers? Juggling customer calls across different locations and time zones can be a nightmare. Missed calls, confused customers, and a strained support team are just a few of the consequences. Why do you need business call forwarding?

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Uncovering hidden customer insights With analysis across every channel, businesses can get deep, detailed answers to unlock a new level of customer understanding.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

SurveySparrow

APRIL 22, 2020

Boost your customer service by managing and closing the maximum number of tickets through a multitude of channels like phone, email, web, social media, mobile app etc. The context-aware help desk software can help you manage and close numerous requests through multiple channels. Pricing: Starts at $5 per month.

2020 52

2020 Multi-Channel Omnichannel Document 52

Pointillist

NOVEMBER 11, 2019

International Customer Management Institute (ICMI) How Do I Measure My First Call Resolution? Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution.

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

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.

Contact Center 63

Contact Center Call Recording Document ROI 63

Gainsight

FEBRUARY 21, 2023

Examples of such processes could include a streamlined way of saving transcripts of customer call recordings to your centralized customer notes. Multi-channel delivery will increase response rates, and once completed, automation should put the customer into any one of the mentioned digital workflows based on their response.

Customer Success 52

Customer Success Multi-Channel Webinar Call Recording 52

NICE inContact

JULY 23, 2015

In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. Single Multi-Channel Interface. Some recent additions to the arsenal include: Cross Platform Communication.

Contact Center 48

Contact Center Multi-Channel Social Media Call Recording 48

Kustomer

JANUARY 14, 2021

He says, “So when you think about your support as a business and how you’re enabling your customer, educating your customer and supporting your customer, you have to do that through many different lenses, through many different channels.” And you drive consistency for those channels. Are we sharing the same message?

Multi-Channel 57

Multi-Channel Contact Center Customers Sales 57

Calabrio

JUNE 1, 2020

Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment. This should come standard, at no extra cost.

Call Recording 52

Call Recording Multi-Channel Contact Center Definition 52

CustomerSuccessBox

FEBRUARY 20, 2022

Pros Cons The only AI-powered software in the market out there that retraces past events and recommends proactive insights to customer success managers. Allows setting custom automated workflows based on the interactions to efficiently manage accounts. Visibility to the granular level data is possible with multi-level functionality.

Measurement 52

Measurement 2022 Customer Success B2B 52

Magellan Solutions

JULY 15, 2021

The US-based independent payment processors aimed to help their Relationship Managers manage their sales pipeline to encourage increased business development. Furthermore, their 400 staff manages the payroll services of companies in Ohio, California, Texas, Arizona, and Indiana. Company’s Background. Challenges.

Call Center 40

Call Center B2B Sales Retail 40

Thematic

DECEMBER 15, 2024

Voice Calls Voice calls are the bread and butter for most contact centers. You can get deeper insights than other channels by analyzing voice elements like tone, pitch, and pacing. CRM Data and Ticket Logs Data from CRM (Customer Relationship Management) systems can be useful to combine with sentiment insights.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

Magellan Solutions

DECEMBER 10, 2019

Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . Outsourced customer service channels. Outsourced Customer Service Channels. Customer support outsourcing services help in responding immediately to your customers.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98