Beyond Philosophy

APRIL 19, 2024

If you have a story you want to share with us, please send us a video or audio for our None of Us Are As Clever as All of Us Feature. The effectiveness of storytelling in persuading and simplifying complex ideas. Strategies for crafting compelling stories, including emotional resonance and relatability.

Innovation 89

Innovation CX 89

Shep Hyken

APRIL 29, 2022

As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription. I recorded the audio of the conversation, which allows me to focus on what my source is saying, so I can ask better follow-up questions.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Hodusoft

APRIL 17, 2024

Auto Attendant Greets Caller The auto attendant greets the caller by playing a pre-recorded audio message. Hire Professionals to Record Audio Messages It can be tempting to record the audio messages in-house. Recording audio messages does require more than a nice voice and some basic recording tools.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Fonolo

NOVEMBER 16, 2023

In this audio clip, Jeremy Watkin discusses the out-of-the-box capabilities of chatbots and how it’s important to manage expectations: [link] Our experts discussed the language problem we face when the industry uses the same terms to describe vastly different technologies; we all know one chatbot can be wildly different from the next.

Contact Center 75

Contact Center AI Technology Technology 75

Customer Think

OCTOBER 11, 2023

But traditional support tools (like audio calls and live chat) create unnecessary friction that extends each support interaction, impacting customer satisfaction and the bottom line. Low time to resolution (TTR) is a must-have for call centers. Enter live visual support.

Customer Satisfaction 59

Customer Satisfaction Technology Technology 59

Hodusoft

DECEMBER 30, 2021

Audio Conferencing. Audio conferencing tools within IP PBX software allow users to connect groups or individuals. It automatically determines the most efficient method so that calls can travel through without difficulty and ensure the highest quality audio. Payment Gateway Integration.

Omnichannel 119

Omnichannel Technology Technology Gaming 119

Fonolo

JUNE 24, 2021

Did you know that 61% of customers don’t like the traditional IVR (Interactive Voice Response) audio model? IVR helps route customers to the right person to satisfy their needs, and with customers’ growing disdain for audio IVR, Visual IVR is fast becoming a standard for contact centers. Don’t just copy your voice IVR.

Contact Center 91

Contact Center Customer Satisfaction Technology Technology 91

DMG Consulting

OCTOBER 8, 2019

IA solutions convert unstructured recorded and/or live-stream audio and digital customer conversations into transcripts. Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels.

Artificial Intelligence 92

Artificial Intelligence Text Analytics Contact Center Technology 92

Callminer

MARCH 14, 2017

Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. The post What Is Voice Analytics?

Contact Center 140

Contact Center Technology Technology 140

DMG Consulting

JANUARY 24, 2023

These solutions convert unstructured recorded and live-stream audio and digital customer conversations into transcripts and structured output files that can be categorized, searched, and analyzed. Omnichannel recording to capture audio, screens, and text-based interactions and/or integrate with a variety of call recording platforms.

Contact Center 62

Contact Center Sentiment Analysis Text Analytics Omnichannel 62

Callminer

APRIL 23, 2019

However, in order to be compliant with the PCI DSS, the CV2 security number on the back of most credit cards must not be included in audio or transcribed conversations. A representative of the company changes or covers the audio when a CV2 number has been mentioned. Expand your call recording practices.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Myra Golden Media

APRIL 28, 2021

Your customer service agents rely on audio daily as they support customers! Video helps store information for more extended periods than other forms, such as audio and kinesthetic learning. You can break up this monotony by using visual learning. I have dozens of YouTube videos you can use in your training.

Customer Service 127

Customer Service Contact Center Gaming Technology 127

Aquire

SEPTEMBER 20, 2021

Audio is great, but actually being able to see the person you’re talking to allows for more trust and increases customer satisfaction. None of these distractions exist in audio calls, but they can be a problem with video. Sometimes, you may need to shut off video altogether to increase the quality of audio.

Retail 86

Retail Omnichannel Start-ups Sales 86

Comm100

DECEMBER 8, 2020

To provide the best support, live agents should be able to also resolve customer queries through a choice of: Audio and video chat Co-browsing File sharing. Audio and video c hat. By seeing or hearing one another over audio or video chat, the interaction becomes more genuine, increasing trust in the agent. Get Comm100 Free.

Customer Satisfaction 52

Customer Satisfaction Retail Customer Service CX 52

Comm100

MARCH 6, 2024

If this is a concern for you, then adopt a live chat solution that offers integrated audio and video chat. This is particularly true for complex issues that might be easier to resolve through voice communication.

AI 90

AI Customer Service Sales Customer Satisfaction 90

Beyond Philosophy

APRIL 25, 2024

If you have a story you want to share with us, please send us a video or audio for our None of Us Are As Clever as All of Us Feature. So, if you want to persuade somebody to do something, buy something, or remember something tell them a story about it. We’d love to hear it and might feature it on the podcast and in the newsletter.

Engineering 78

Engineering Education Start-ups Customer Experience 78

Comm100

JUNE 23, 2022

Audio & Video Chat – Audio & Video Chat allows colleges and universities to remove barriers to a personalized chat experience while delivering remote support. During the COVID-19 pandemic, Dawson College used Audio & Video Chat to host an open house virtually that reached 950 students.

Compliance 78

Compliance Education CRM Healthcare 78

Taylor Reach Group

SEPTEMBER 18, 2018

Poor to awful audio due to improper mike and audio set-up. Check that the video and audio work. Good clear audio is important. Poor lighting, important to see facial reactions and emotions. Not knowing the basics of screen sharing and the tool to be used. Connect them before the meeting. More light is usually better.

Social Media 81

Social Media Start-ups 81

Shep Hyken

JUNE 29, 2022

Sweetwater, an online retailer that sells music and audio equipment, is another excellent example of this. The doctor’s bedside manner , which included a phone call to check on the patient, is a metaphor for a good customer experience – or in this case, a patient experience. .

Retail 116

Retail Customer Service Customer Experience 116

Comm100

MAY 4, 2023

Live chat software like Comm100 Live Chat offers integrated audio & video chat to provide a viable alternative to in-person interactions. With audio & video chat, customers can connect with an agent and see them live as if they were in person.

Customer Experience 52

Customer Experience Customer Relationship Management CRM Customer Retention 52

Totango

MAY 13, 2022

Trint is an automated transcription platform that allows users to convert video and audio content into text that can be searched, edited, and shared. It allows content to be delivered through screen sharing, audio and webcams. Through transcripts, video content can be repurposed into other formats, such as knowledge bases.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Hodusoft

JUNE 9, 2022

HoduConf: It is a reliable audio conferencing software facilitating collaborations with superior audio quality and uninterrupted connectivity. HoduBlast: This is an innovative voice and SMS broadcast software that enables quick and clear deliverance of communication throughout the teams.

Contact Center 52

Contact Center Innovation Omnichannel Gaming 52

Lumoa

FEBRUARY 16, 2023

You’ll likely pull data from many sources: text, audio, email surveys, in-person feedback, etc. Audio recordings are a prime example of unstructured data. An audio file is would need to be manually transcribed for usability purposes.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Intercom, Inc.

DECEMBER 28, 2022

Aside from getting the chance to work with our brilliant audio producer, Liam, I had fascinating conversations with some of the incredible women working at Intercom, and learned a lot about a crucially important topic. Liam Geraghty , Audio Content Producer. episode earlier this year. 2022 has provided us with some truly great series.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Lumoa

NOVEMBER 3, 2022

Then, Lumoa can analyze that conversation to give you key highlights: Deep issue analysis – Lumoa can tell you what the most common issue is among all conversations Advanced AI – Lumoa will ignore non relevant parts of the conversation, such as “hello, how are you today” ANY Conversation – Lumoa will transcribe (..)

Close the Loop 83

Close the Loop Start-ups AI Customer Feedback 83

UJET

MARCH 24, 2020

Binaural – Audio in both ears cuts down on background noise. Examples: AdBlock, Ghostery, AdBlock Plus, etc. Agents should use a compatible headset that comes with a microphone. Avoid battery-powered Bluetooth headsets as voice and sound quality can suffer from unstable connections and the battery could fail at a critical moment.

Compliance 86

Compliance Contact Center 86

Hodusoft

NOVEMBER 9, 2022

Be it audio or video, conferencing is a must-have feature to support business communications, especially for hybrid and remote workforces. Employees can configure their devices by clicking on the provisioning URL and inputting their individual credentials.

Contact Center 52

Contact Center CRM Construction Manufacturing 52

UJET

MARCH 24, 2020

Binaural – Audio in both ears cuts down on background noise. Examples: AdBlock, Ghostery, AdBlock Plus, etc. Agents should use a compatible headset that comes with a microphone. Avoid battery-powered Bluetooth headsets as voice and sound quality can suffer from unstable connections and the battery could fail at a critical moment.

Compliance 72

Compliance Contact Center 72

Hodusoft

MARCH 17, 2020

It helps to have audio-video chat and conferencing facility as you will see later down in this post. The easy way out is call center solution with the audio-video conferencing feature. One or more seniors or people from other departments may be roped into an audio or video conference with the customer. Train and empower agents.

Contact Center 52

Contact Center Omnichannel Sales 52

Intercom, Inc.

JANUARY 30, 2018

and are in the process of re-releasing them in shortened audio format for easy digestion. And if a reading experience is still the right context for you, a free copy is available here. We’ve been revisiting our full library of published books (seven and counting!)

117

117

ProProfs

FEBRUARY 28, 2023

The system analyzes audio and video feeds to detect any suspicious activities. Recorded Proctoring Unlike live proctoring, recorded proctoring is based on recorded videos and audio. Examiners ask the examinees to provide webcam and microphone access so that the latter can be monitored via recorded audio video.

Education 52

Education AI Start-ups Technology 52

Fonolo

DECEMBER 3, 2020

It allows your customers to select options on a smartphone screen, rather than replaying the audio options over and over (“Press 1 for X… press 2 for Y…”). Are there any gaps in your offerings? TIP: A Visual IVR is a great alternative to a phone menu. Better accessibility.

Contact Center 160

Contact Center Touchpoint Technology Technology 160

Fonolo

FEBRUARY 7, 2024

As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. ” The post Audio Giant Delights Customers with Fonolo Call-Backs in Amazon Environment first appeared on Fonolo. Fonolo thought of the journey,” says Mark.

Contact Center 75

Contact Center Technology Technology Customer Service 75

Beyond Philosophy

MAY 2, 2024

We are looking for people to share their new ideas, opinions, thoughts, reports, or statistics in a 5-minute video & audio. Doing these things is not the only way it happens, but it is the most likely way to foster customer loyalty successfully. Have something to say?

78

78

Intercom, Inc.

AUGUST 20, 2020

Dee: I’ve always been a big advocate for audio as a standalone medium, because it always felt to me that it has a more similar impact on your brain to reading than, say, watching something. Audio is a happy medium in the sense that it’s still based on words for the most part. Alex: Right. Alex: Yeah.

Technology 243

Technology Technology Social Media Start-ups 243

Comm100

JANUARY 21, 2021

From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). Audio & Video chat. Audio & video chat has played a major role in digital customer support in 2020. Live chat is typically used by sales, marketing, and customer support.

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

Fonolo

OCTOBER 28, 2021

Unfortunately, audio conversations still reveal volumes to a customer. Agents can demonstrate empathy in their customer interactions by personalizing the conversation, practicing active listening, and making customers feel understood. 7 Call Center Empathy Phrases Every Agent Should Use With Their Customers. Enthusiasm.

Contact Center 157

Contact Center Education Start-ups Customer Service 157