OrecX

MARCH 14, 2022

Honestly, it doesn't matter because they are not necessarily inextricably linked, as they serve to very different use cases. Most recorders have a dynamic user interface to enable multi-criteria searching to quickly locate the calls you need most for compliance, dispute resolution, quality assurance, etc.

Engineering 127

Engineering Analytics Sales Management 127

OrecX

JANUARY 27, 2022

Some of those ways include: Automated QA - Organizations can now capture and automatically analyze (with the addition of AI and speech analytics ) all their agent calls rather than a mere sampling, without adding more supervisors and quality evaluators. Supervisors can then intervene live to stave off any issues.

Scripts 127

Scripts Analytics Engineering Education 127

Spearline

AUGUST 26, 2022

Let’s take a look at upRTC and see how this robust webRTC monitoring solution can ensure you sleep like a baby. The dream team As part of the testRTC suite of quality assurance solutions, upRTC is focussed on actively monitoring your application, validating live up-time and media quality. New to Spearline?

Scripts 98

Scripts Benchmark Metrics Contact Center 98

COPC

JUNE 9, 2023

Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. This webinar provides a framework for using the multiple types of AI needed to operate the future of customer experience (CX). Nexcom A/S and COPC Inc. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Global Response

JULY 23, 2023

In many cases, customers can easily spot the difference between an internal employee who’s well versed in the brand, policies, products and experience, and an external agent who’s just trying to answer basic service questions. How to Fix It: The solution here is to only work with trusted partners. Sounds obvious?

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 123

Best practices Government Engineering Accountability 123

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Optimization helps reduce unnecessary expenses while maintaining service quality. Table of Contents What is Call Center Optimization?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CCNG

JULY 27, 2022

Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center. Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

OctopusTech

MARCH 19, 2024

With today’s customers more likely to use online tools like Google and social media to access information, an excellent website becomes the key element in bringing in and retaining potential customers. Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world.

Consulting 62

Consulting Consulting Engineering Best practices 62

Real Blue Sky

SEPTEMBER 12, 2023

That’s why it can pay to use a customer service vendor management expert. Managing these interactions efficiently, ensuring prompt responses, and maintaining a consistent quality of service can be overwhelming. Inconsistent service quality. The challenges are many. For starters, there’s the sheer volume of interactions.

outsourcing 105

outsourcing Management Customer Service Contact Center 105

Quality Contact Solutions

DECEMBER 31, 1969

Question: Do your call center agent supervisors and quality assurance analysts partner for success? In this article, you’ll learn why best in class call monitoring is based on collaboration between supervisors and quality assurance analysts. Quality assurance is not on an island or behind closed doors.

Best practices 69

Best practices Telemarketing Call Center Coaching 69

Global Response

APRIL 27, 2023

Do you really need to keep business onshore or just wondering if domestic outsourcing is the best solution for your company? Since the call center is located domestically, they assume that they’ll receive the same quality they would receive in-house. That’s not the case, and it would be a mistake to think so.

outsourcing 62

outsourcing Call Center Bilingual agents Marketing 62

NobelBiz

OCTOBER 31, 2023

It’s at these moments they seek more than just a solution: Satisfactory service is the baseline expectation. Customers seek assurance and understanding. Active Listening Before solutions come into play, it’s imperative to truly understand the problem. Expectations significantly rise during challenging periods.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Spearline

FEBRUARY 1, 2022

It’s not unusual for call centers to have little or no visibility over connectivity and audio quality issues with carriers. The priority is usually quality, and service improvement. What is happening on the external side that impacts the Quality of Experience?

Telecommunications 98

Telecommunications Call flow Call Center Enterprise 98

CSM Magazine

MAY 31, 2023

Call center recording is a state-of-the-art technology used to record and archive customer conversations during inbound and outbound calls. This tool records both sides of a conversation, capturing every query, complaint, and solution shared between the customer and agent. Can your business afford to ignore this powerful asset?

Call Center 52

Call Center Metrics Technology Accountability 52

Global Response

OCTOBER 17, 2023

For example, outsourcing can: reduce labor costs, by providing on-demand labor for call centers, customer service, administrative tasks and other non-clinical functions reduce HR costs by outsourcing HR functions or hiring an outsourced team reduce real estate and overhead costs by using outsourced teams Access to skilled and trained professionals.

Healthcare 62

Healthcare outsourcing Customer Service Real estate 62

Balto

OCTOBER 20, 2022

Agents and managers reap the benefits of having a call center quality assurance process. Quality assurance (QA) is critical to any thriving call center. Defining Quality Assurance – A Quick Refresher. So, what exactly is call center quality assurance?

Best practices 52

Best practices Call Center Gamification Coaching 52

Etech GS

OCTOBER 31, 2018

In this blog we will discuss how the greatest advantages technology can give us is access to this information. One example is purchase tracking, which companies can use to supply suggestions based on past buys. Artificial intelligence (AI) is a vital component of automation and can be a powerful tool when used correctly.

Call Center 230

Call Center Customer Experience Banking Technology 230

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Global Response

APRIL 17, 2023

When looking for multilingual support, make sure that your potential partner provides high-quality language support in the languages that matter most to your customers. Many offshoring companies offer multilingual support, but their agents are more likely to be fluent in languages that are less common in the US and Canada.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Get a solution that is…”. Any call center monitoring software is only as good as the people who know how to use it. The needs of today aren’t guaranteed to be needs of tomorrow.

call center software 210

call center software Call Center Contact Center Analytics 210

Global Response

APRIL 27, 2023

Your call center needs are very seasonal, but you need to maintain quality even as you scale up and down throughout the year. We’ll break down the benefits, risks and biggest use cases of nearshoring in this article so you can easily determine if it’s the right fit for your organization. Quality control and monitoring.

outsourcing 62

outsourcing Service level Call Center Technical Support 62

AWS Machine Learning

FEBRUARY 16, 2024

You can try out this model with SageMaker JumpStart, a machine learning (ML) hub that provides access to algorithms, models, and ML solutions so you can quickly get started with ML. This state-of-the-art model is designed to improve productivity for programming tasks for developers by helping them create high-quality, well-documented code.

Engineering 110

Engineering Technology Management 110

CSM Magazine

DECEMBER 27, 2023

This section delves into the intricacies of various challenges faced during this process, offering insights into systematic solutions and methodologies implemented to address them. A significant challenge arises in defining the scope, as determining the breadth and depth of test cases is crucial for effective validation without redundancy.

APIs 52

APIs Benchmark Best practices Technology 52

BlueOcean

OCTOBER 17, 2023

And inconsistent criteria are only half the challenge, because some companies struggle with the availability and quality of measurable data in the first place. This is often the case for smaller companies or those with complex supply chains with limited visibility. Evaluating ESG through your RFP is complex.

Government 71

Government outsourcing Automotive Customer Care 71

BlueOcean

OCTOBER 4, 2023

And how do offshore solutions, interpreters, and texting play a role? The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. But what mix of live agents versus AI is best for your business?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

JustCall

JANUARY 5, 2023

Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. Moreover, speech analytics solutions differ from voice recognition as the latter is just concerned with speech transcription whereas the former also delivers emotional analysis and performance insights.

Analytics 52

Analytics Coaching Call Center APIs 52

Spearline

APRIL 20, 2023

If you are providing Contact Centre Solutions you need to have a way of monitoring your network and your partners’ performance to ensure the operability of your services. Using a SIP Route Tester provides visibility on outbound call paths, including audio quality, partner performance, and correct formatting of caller ID.

Enterprise 52

Enterprise Contact Center Consulting Consulting 52

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. This post focuses on the Operational Excellence pillar of the IDP solution.

Best practices 84

Best practices Metrics Feedback Enterprise 84

Spearline

AUGUST 31, 2021

Call Center Quality Assurance (QA) is an important part of any call center as it allows a business to identify and solve customer issues. To try and solve this it’s suggested to use analytics. Spearline Solution Ensure your agent’s calls have the best audio quality. Promote publicly, punish privately!

Benchmark 103

Benchmark First call resolution Contact Center Call Center 103

Customer Service Life

NOVEMBER 15, 2020

Ready for a change, I’ve been on an operations hiatus of sorts for the past five years, working in a couple of different marketing roles where it was my job to advise contact center leaders on best practices for technology, quality, and customer experience. How will quality help?

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Spearline

OCTOBER 29, 2020

Terrible audio quality can be a frustrating experience for your agent and your customer. Something so simple as degrading audio quality on a call can easily cause multiple problems such as delayed conversations, customer churn, and even loss in revenue just from one bad experience. In reality, quite the opposite is the case.

voip 96

voip Accountability Contact Center Technology 96

Spearline

DECEMBER 14, 2021

The use of WebRTC is growing at a phenomenal pace and development of WebRTC based products and applications is at an all time high. 3 – Reduced Business Expenses When using an automated test environment, a business will reduce R&D costs as fewer resources are spent on testing the product.

Feedback 98

Feedback Engineering Marketing 98

Nicereply

JANUARY 17, 2024

We’ll specifically zone in on the most common customer complaints and provide practical solutions to address them. Using new tools and tech can also improve the call center and help workers do their jobs more easily. Working harder to fulfill the customer’s wishes is essential in such cases.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Hodusoft

MARCH 13, 2024

These centers provide cost-effective solutions, allowing financial institutions to focus on core functions while outsourcing non-core activities. Cost-Effective Solutions “Technology makes things faster and more cost-effective.” BPO services often provide a more cost-effective solution compared to in-house customer support teams.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Vcaretec

AUGUST 8, 2023

However, good customer support outsourcing won't sacrifice quality and may, in many cases, enhance your service. Simply said, a BPO business cannot focus on quality if it is paid by the number of tickets or calls that are addressed. Simply provide your staff access to the tools you already use for customer service.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. Customer context Philips uses AI in various domains, such as imaging, diagnostics, therapy, personal health, and connected care.

Healthcare 89

Healthcare Government Engineering APIs 89