Kate R

October 2012

Call Recording Contributes to Service Recovery Efforts

“Service recovery” from a customer service standpoint is relatively easy to define. “The act of turning a negative into a positive” is one way of conveying the basic premise behind this term. But developing an effective service recovery strategy and executing it successfully calls for a thorough understanding of the circumstances surrounding a customer’s consternation, and most often requires a concentrated effort.

Surviving and Thriving after MistakesRead more

Contact Center Monitoring: Customer Complaints can be Blessings in Disguise

Many businesses use call centers as their primary source for customer contact. As the “voices” of a company, call center agents represent a critical function for promoting a positive brand reputation. They are the initial point of contact for a customer, responsible for disseminating information, answering inquiries and facilitating all customer needs. But of the many duties that agents perform, processing complaints may very well be the most important of them all.

 … Read more

Complimentary CallFinder Webinar – October 31st at 2pm

Every day, your customers have a lot to say.   And your agents, in turn, say a lot about your company and services.   How do you ensure that you are hearing what’s important?

CallFinder ® real-time recording and speech analytics easily and affordably extracts business intelligence from these conversations and provides the solution your business needs to capture the customer experience, uncover valuable leads, react quickly to problems and opportunities, and ensure script compliance…. Read more

Speech Analytics for the Marketing Manager

For many marketing managers (or VPs of marketing, Marketing Directors, etc), any insight you have into what will ultimately be a successful marketing/advertising/promotions campaign is critical.

There is a simple way to get your hands on those insights, and that is by having the technology in place to capture and record customer conversations.

With an advanced call recording and call mining solution in place – company wide – to gather those insights, you are able to eliminate a lot of guesswork at the planning stage, giving your campaigns more chance of achieving the impact you want from the start…. Read more

What Conversations Are Taking Place Between Customers and Your Agents?

Every day, your customers have a lot to say.   And your agents, in turn, say a lot about your company and services.  

So, how do you ensure that you are hearing what’s important?

There is critical business intelligence contained in every phone calls, whether it’s intel to use for employee improvements, or intel that will help you address customers’ needs.   But, if you don’t record your business’ phone calls, then you don’t know exactly what conversations are taking place between your employees and your customers…. Read more