What is speech analytics? A contact center leader’s guide
Tethr
APRIL 3, 2024
Discover the power of speech analytics. Explore its significance and its potential to transform your business insights.
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Tethr
APRIL 3, 2024
Discover the power of speech analytics. Explore its significance and its potential to transform your business insights.
Tethr
NOVEMBER 15, 2021
Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. Five9 for agile multi-channel communication.
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Callminer
DECEMBER 3, 2015
Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest resource guide.
Myra Golden Media
APRIL 11, 2023
A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? I really like Balto AI’s Real-Time Guidance.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
CCNG
NOVEMBER 1, 2023
Three – Early Adoption of Data-Driven Decision-Making: Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. By confidently showcasing our expertise and providing strategic recommendations, we can shape discussions and guide decision-making.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas.
CCNG
DECEMBER 6, 2020
We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). Veteran consultants with experience to guide clients through complex projects and transition to cloud.
ShepHyken
OCTOBER 29, 2021
She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Omnichannel? . Cloud-based calling? . Outgoing calls .
NobelBiz
FEBRUARY 27, 2024
Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.
NobelBiz
JULY 25, 2023
Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.
Callminer
MARCH 2, 2020
There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part. To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics.
Connect
MAY 22, 2023
Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres. Download the full Contact Centre Buyer’s Guide. Download The post Contact Center Buyer’s Guide appeared first on Connect.
ShepHyken
DECEMBER 10, 2019
Using AI to Guide Employees Toward Better Customer Care. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”. The Empathy Machine.
COPC
APRIL 1, 2024
Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness.
Global Response
MARCH 27, 2024
Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. Today, we’ll explore the cutting-edge techniques and strategies at the intersection of big data analytics and call center operations. Understanding big data analytics in call centers First off, what is big data analytics?
Fonolo
MAY 16, 2023
Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.
ShepHyken
NOVEMBER 4, 2022
A report by Harvard Business Review shows that 81 percent of all customers opt for self-service solutions before contacting a live representative. . Self-service portals provide the option of easily and readily accessible information anytime and anywhere, irrespective of the call center’s opening hours. .
NobelBiz
MARCH 26, 2024
CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.
NobelBiz
JANUARY 30, 2024
Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service.
NobelBiz
OCTOBER 31, 2023
To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer.
Hodusoft
APRIL 11, 2024
Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. An Understanding of HIPAA Compliance for Contact Centers How Does HIPAA Compliance for Contact Centers Work?
NobelBiz
APRIL 9, 2024
Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Table of Contents What is Call Center Compliance and Why is it Important?
BlueOcean
MARCH 14, 2024
Your organization is ready to find a new contact center outsourcer. Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. What’s your next step? We’re here to help!
Balto
JUNE 6, 2023
Record number of calls signals the continuing growth of guidance technology as the gold standard for contact centers. Louis – Balto, the first company to provide real-time guidance for contact centers, has announced that it has reached the milestone of 200 million conversations guided in real-time.
Fonolo
FEBRUARY 14, 2023
Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! We’ll break it down for you, take a closer look at the various types of automation – and share a step-by-step guide to getting started. What is Call Center Automation?
Fonolo
MAY 23, 2023
Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? What is Hyper-Personalization in a Contact Center? Customer service is all about meeting and exceeding customer expectations.
NobelBiz
OCTOBER 2, 2023
In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.
Expivia
FEBRUARY 26, 2024
Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.
NobelBiz
MARCH 5, 2024
Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?
CSM Magazine
SEPTEMBER 14, 2023
Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products. Calabrio is ranked the number one vendor for Reliability and Usability.
NobelBiz
NOVEMBER 6, 2023
In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.
Fonolo
AUGUST 3, 2021
Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). This is where organizing your contact center metrics into custom reports comes into play.
NobelBiz
DECEMBER 19, 2023
Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? When customers reach out to a call center, they often expect their issues to be resolved immediately. The industry benchmark for supervisor escalation is 10% or less .
Fonolo
DECEMBER 1, 2022
Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . How to Buy Contact Center Software. billion by 2027.
NobelBiz
AUGUST 28, 2023
Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.
Vistio
JANUARY 16, 2024
As companies strive to maintain their competitive edge and foster customer loyalty, modern contact center technology solutions, like next-best-action guidance and automation, can be invaluable in optimizing processes and empowering agents to deliver outstanding experiences consistently.
NobelBiz
MARCH 19, 2024
Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?
Fonolo
NOVEMBER 11, 2022
Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It
TechSee
APRIL 21, 2021
Call centers are busier than ever. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. Technology plays a large role in facilitating the collaborative call center.
TechSee
AUGUST 14, 2023
Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.
Outsource Consultants
FEBRUARY 21, 2024
“AI will replace human contact center interactions,” according to some CX experts in 2020. Intelligent Virtual Agents (IVAs): These dynamic conversationalists guide customers through self-service options, making the process smoother and more intuitive. Ready to create a human-AI symphony in your contact center?
TechSee
JUNE 16, 2022
As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.
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