Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. The real data is buried in the commentary from each and every conversation that takes place. Recording – both voice and digital communications should be captured in real-time for agent support.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. The sentiment and intent analysis capabilities of the more advanced solutions increase the benefits for enterprises. .

Enterprise 96

Enterprise Analytics Consulting Consulting 96

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. It’s a massive leap forward in the world of Artificial Intelligence and Machine Learning.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

USAN

AUGUST 27, 2021

High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data.

Best practices 52

Best practices Analytics Scripts Contact Center 52

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Happy people whistle.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center?

Management 86

Management Gamification Quality management Schedule adherence 86

Noble Systems

JANUARY 30, 2020

Over the last ten years, speech analysis has been catapulted into a future we did not expect. Here, speech analytics is not used simply to understand the customer and answer a question, but rather to understand why the customer is calling, whether they’re happy, and if their mood is indicative of a trend that requires attention.

Analytics 66

Analytics Enterprise Interactive Voice Response Contact Center 66

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

Monet Software

MAY 27, 2020

You can learn how Verint customers are succeeding in these rapidly changing and unpredictable times—and find some new ways to adapt. To find this session, log in to Verint Virtual On-Demand and navigate to Educational Tracks, then: Track – Contact Center Workforce Engagement Cloud / Theme – Elevating Response: Analytics & AI.

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. Contact center outsourcing can take the weight of customer management off your shoulders.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

Expivia

APRIL 8, 2021

There are a lot of benefits to virtual work at home call centers. And, it can also benefit your call center’s performance. Use these tips and advice to create your own virtual call center right in your home. Use these tips and advice to create your own virtual call center right in your home.

Call Center 98

Call Center virtual call center call center software Contact Center 98

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Hodusoft

NOVEMBER 1, 2022

The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. To gain a better understanding of this, take a look at what FCR is in a call center , how to measure it, what are the benefits of a high FCR call center and more.

First call resolution 52

First call resolution call center software Call Center Wait times 52

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. Design advanced, skill-based rules to manage customer interactions that change depending on real-time situations. Develop sophisticated performance analytics that evaluates contact center metrics. More Blogs Menu.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

NICE inContact

SEPTEMBER 23, 2019

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.

Contact Center 54

Contact Center Transportation Coaching Analytics 54

Sikorski's Think Abouts

APRIL 26, 2015

the most exciting evolution in Call/Contact Center technology is speech analytics and here is why: Fine tuned to the point where if a certain word is used the interaction is recorded. Sends real-time alerts to supervisors. Applying speech analytics enables you to focus on key issues that matter most.

Analytics 40

Analytics Consulting Consulting Contact Center 40

Spearline

OCTOBER 5, 2021

It enables you to proactively monitor your global contact numbers, isolate issues, and resolve them before there’s a major impact on your customer engagement and your brand reputation. Despite the growing availability of alternative communication methods, the voice channel continues to be the primary contact method for customers.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

JustCall

APRIL 24, 2023

If your business has specific needs that CallHippo can’t cater to, you can continue reading this blog to know more about some of the best CallHippo competitors for 2023. Generally, these applications should be able to integrate with the following platforms: CRM Data analytics, etc.

voip 52

voip CRM Enterprise Call Center 52

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. But the real question is “how do we create those experiences that help us produce the results we desire?” All of this is driving significant change in our industry.

Contact Center 73

Contact Center contact center solutions Enterprise Cloud contact 73

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. 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.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer. Voice Analytics.

Analytics 60

Analytics Coaching Engineering Contact Center 60

SmartAction

MARCH 7, 2023

Advances in IVAs could not be more timely. Many consumers are already familiar with products that provide text-to-speech and human voice. Trend #3: Actionable Intelligence Another burgeoning Conversational AI trend in 2023 relates to data, analytics and “actionable intelligence” around the conversational sides of a business.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

Expivia

NOVEMBER 9, 2020

My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for us to start making some hard decisions. Real Time Transcription. Number one for 2021 is Real-Time Transcription. Number one for 2021 is Real-Time Transcription. Social Media.

Call Center 52

Call Center Customer Service Upselling Chatbots 52

Monet Software

JULY 30, 2019

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. Performance Analytics.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

JustCall

MARCH 23, 2023

Long hold time and numerous call transfers frustrate customers. So, when a customer calls your support team, you need a defined system wherein the response time is faster, the average resolution time is shorter, and the backlog is minimum. IVR, or Interactive Voice Response, is a big piece of the puzzle to achieve these goals.

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52

ProProfs Blog

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Timely inputs are valuable for making quick changes to your products and services. Timely inputs are valuable for making quick changes to your products and services.

Feedback 148

Feedback Surveys Enterprise Analytics 148

NICE inContact

MAY 10, 2016

Unfortunately, in the real world there are no shortcuts to this type of enlightenment. Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Most contact centers sample 1% or less of their total call volume. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Analytics 49

Analytics Contact Center Technology First call resolution 49

Callminer

APRIL 23, 2019

To train and evaluate call center staff. There are two primary categories that offer solutions to the issue of PCI compliance in the call center — manual and software solutions. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS).

Best practices 159

Best practices Call Center Banking Contact Center 159

JustCall

DECEMBER 23, 2022

Don’t want agents to waste time between calls to collect customer data? In this blog, we will detail everything you need to know about the power dialer software. If your sales team is unable to meet their targets or is struggling with reaching out to quality leads, it’s time to get your hands on a power dialer software.

CRM 52

CRM Sales Coaching Personalization 52

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? But what kind of changes are we talking about? million a year in lost productivity).

Contact Center 63

Contact Center Self service Banking Analytics 63

Vonage

OCTOBER 22, 2015

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Which technologies really can improve customer service? Ten Critical Technologies to Transform Customer Engagement ’. Customer Experience 3.0

Technology 113

Technology Customer Service Gamification Wireless 113

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. Infographic] Meet your new call center talent.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81