Kate R

October 2013

Extract Customer Insights, Improve Voice of Customer: Speech Analytics

New Resources Available to Help Businesses Extract Customer Insights and Improve Voice of Customer Analysis Using Cloud-based Speech Analytics Technology

CallFinder, a provider of cloud-based call recording and speech analytics services, today announced free resources are available to businesses of all sizes to address capturing Voice of the Customer analytics, which will assist in developing customer experience programs.

CallFinder is making their suite of free white papers available to guide businesses in using cloud-based call recording and speech analytics technology, also known as audio mining, to help them identify why customers call their business, what makes them satisfied, and what causes dissatisfaction…. Read more

Ways To Improve Your Call Quality Monitoring

Anyone who has been tasked with running a call center knows the importance of monitoring the quality of the calls that are being processed in that center. They understand that the quality of the call that is received by those who are on the other end of the line is important to maintaining a level of professionalism that is necessary in business. There are a few things that one can do to improve their call quality monitoring.

Focus On The Small ThingsRead more

Speech Analytics in Health Care

How much could a phone call cost you?

Health care is one industry that sees the full impact of telecommunications, both for good and for ill. Unfortunately, much of the variability of these experiences is due to a lack of call recording and speech analytics.

The Health Insurance Portability and Accountability Act (HIPAA) is the law that governs health care information and communication. Its main purpose is the protection of private patient information. For example, it’s a breach of law to divulge any information about a patient to someone over the phone without the patient’s express permission. Noncompliance with HIPAA regulations could result in fines of over a million dollars…. Read more

Uncover Hidden Business Insights & Meet Business Objectives

Share the Knowledge Company-wide

Speech analytics lets you quickly search audio for keywords and phrases that are important to your business.   Call recordings that contain these specific terms are indexed and categorized quickly and easily. This ability to locate key phrases in your customer conversations extends the benefits of speech analytics beyond the call center by allowing the discovered insights to be shared with all departments within your organization, including marketing, sales, and legal departments…. Read more