NobelBiz

APRIL 23, 2024

This is why automation is especially transformative in contact centers. Advanced analytics and machine learning algorithms are also being integrated into call center operations to predict debtor behavior and optimize contact strategies. How NobelBiz Omni+ can take your Contact Center to the Next Level?

Customer centricity 59

Customer centricity Contact Center Technology Telemarketing 59

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Interactions

NOVEMBER 8, 2022

Over the last three years, Covid has transformed the contact-center industry into a work-from-anywhere (WFA) world. Millions of agents now work outside the traditional walls of a care center. . It confronts data security risks in WFA contact-center ecosystems like nothing else. It improves analytics .

Contact Center 116

Contact Center Analytics Engineering Personalization 116

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. And due to technical and operational innovations, many IA vendors are replacing their transcription engines with newer and more effective ones that improve the effectiveness of their own offerings.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

OrecX

APRIL 14, 2020

Speech analytics relies on spoken word transcription (from recorded calls) of the customer and the agent to arm contact centers with customer intelligence such as buying behavior, competitive insight and so on. What many don’t realize is that when it comes to the transcription engine, ‘garbage in equals garbage out’.

Analytics 79

Analytics Engineering CRM Contact Center 79

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Computer Vision AI – Reinventing the Contact Center. However, most of these innovations revolve around language.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Cisco - Contact Center

APRIL 27, 2020

Artificial Intelligence implementations in contact centers are the primary way to improve first contact resolution (FSR) and drive customer experience and retention to the point that some analysts predict that a huge percentage of the customer interactions can be resolved by well-designed bots. Let’s check some numbers together.

Contact Center 113

Contact Center contact center solutions Interactive Voice Response Call Center 113

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Sure, some contact centers may pressure their agents more than others.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

Cloud contact 69

Cloud contact Self service Contact Center Virtual Agent 69

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. Your contact center can coordinate outreach on multiple channels, such as email, text message or even social media.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

Customer Service Life

JANUARY 28, 2019

Today’s contact centers are overflowing with insights about how to deliver a better customer experience. With many new players in the market, it makes sense to spend a few moments discussing how voice and chat analytics are similar and different while also highlighting some of their key benefits. Voice Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations.

Analytics 99

Analytics Technology Banking Engineering 99

Call Journey

APRIL 28, 2019

Call Journey, a pioneer of Conversation Analytics, has partnered up with QPC, a leading innovator of contact center solutions. Call Journey, a Genesys Global Speech Analytics Partner, and QPC, a Genesys Gold partner, are both available on Genesys platforms. About Call Journey. We are all about Voice data.

Contact Center 40

Contact Center Analytics Engineering contact center solutions 40

Cisco - Contact Center

SEPTEMBER 5, 2019

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers ? Changing Your Contact Center?

Contact Center 81

Contact Center Healthcare contact center solutions Analytics 81

3CLogic

JULY 8, 2022

As organizations brace themselves for a possible recession, many are wondering what’s in store for contact centers. In fact, effective contact center management supports the customer and employee experience, streamlines operations, and also keeps costs in check. Set your sights on these best practices.

Best practices 52

Best practices Contact Center Management Analytics 52

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

JustCall

APRIL 28, 2022

In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. This also includes investments in voice analytics , a big piece of the larger puzzle i.e. conversation intelligence.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. This also includes investments in voice analytics , a big piece of the larger puzzle i.e. conversation intelligence.

Analytics 52

Analytics Sales Customer Support Benchmark 52

SharpenCX

MARCH 25, 2021

Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working.

Coaching 67

Coaching Analytics Call Center Quality management 67

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. But the investments are not fully resolving their service problems, based on the rising level of complaints about customer service in the market, as contact centers are only one of the many departments within companies that participate in the customer journey.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

OrecX

JANUARY 27, 2022

Contact centers and enterprises can interact and collaborate with recorded audio and associated meta data in a host of ways through real-time audio capture. Almost instantly, contact centers can now glean the quality assurance insights they need from every customer interaction rather than a mere 5% sampling.

Scripts 127

Scripts Analytics Engineering Education 127

pindrop

NOVEMBER 12, 2020

60% of fraud begins in or touches it and while you are aware of the media reported mega-breaches that have plagued companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? What is Contact Center Fraud?

Best practices 57

Best practices Contact Center Interactive Voice Response Engineering 57

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). Speech analytics. August 2017.

Contact Center 69

Contact Center Technology Big data Gamification 69

Taylor Reach Group

MARCH 12, 2019

Below are what I believe are the top trends that will impact contact centers and customer facing organizations. For contact centers and customer interactions it is a very positive tool. For contact centers and customer interactions it is a very positive tool. AI or Artificial Intelligence.

Contact Center 77

Contact Center Customer Experience Consulting Consulting 77

OrecX

OCTOBER 22, 2018

According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value. With these approach restrictions, analytics accuracy hovers around just 70%.

Analytics 54

Analytics APIs Engineering Contact Center 54

Tethr

JULY 11, 2019

Lutron’s contact centers take calls from many different types of customers—from retail partners that sell Lutron products to dealers, distributors, electricians that buy/sell and install products, to professional lighting designers, architects, home builders and from individual consumers (i.e.,

Contact Center 80

Contact Center Government Scripts Surveys 80

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 4: Enable The Knowledge Worker.

Contact Center 61

Contact Center Average Handle Time First call resolution Finance 61