Why Your Data Collection Strategy Is Holding You Back From Getting Results
Henry Ford once said, “Obstacles are those frightful things you see when you take your eyes off your goal” Solid advice from one of the most successful business leaders of the 20th Century But without clear business goals, companies can’t take full advantage of 21st Century technology[...]
4 Quick Tips on Handling Angry Customers After the Holidays
Contact center agents regularly encounter frustrated and disappointed customers, especially during the holidays Add in a stressful pandemic with slower than usual mail deliveries, and customer service agents are still dealing with the aftermath of the COVID holiday season Fortunately, it is[...]
Kick-Start Your Quality Management in 2021: Announcing CallFinder Insights
If 2020 has taught businesses anything, it's how to adapt The COVID-19 pandemic has been the driving force behind innovations in quality management technology and agent monitoring tools But even for businesses fortunate enough to have work-from-home capabilities, a struggling economy has created[...]
Meet Sam Petersen: Client Services Analyst
Get to Know Our Analysts At CallFinder, we take pride in our Client Services, and part of what makes that service so unique are the people who make up our Analyst team So we thought it was time our customers and readers got to know them on a more personal level This week, we're featuring[...]
How Does Speech Analytics Work? An Insider’s Guide for Newbies
Before CallFinder hired me as the new Digital Marketing Specialist, I knew nothing about speech analytics So I Googled phrases like, "How does speech analytics work" or "What is speech analytics" to prepare for my interview My searches often resulted in articles with overly-complicated[...]
9 Call Monitoring Strategies Your Contact Center Isn’t Using (But Should)
Call Monitoring Benefits Call monitoring is a staple of quality assurance in today’s contact center QA Managers typically monitor calls to evaluate agent performance and improve training techniques A high percentage of agents continue to work from home to slow the spread of COVID-19, which[...]
Which Contact Center Metrics Should You Track?
What Are Contact Center Metrics If you understand the importance of the customer experience, you know that contact centers play a vital role in a company’s success Conversations with agents are often the first contact a customer has with a company; therefore, agent interactions play a huge[...]
5 Ways to Engage & Motivate Contact Center Agents with Scorecards
As contact center agents are now required to work from home, agents and managers are met with the same work-from-home challenges as everyone else One of those challenges is figuring out new ways to keep agents engaged But QA managers were dealing with agent engagement concerns before COVID-19[...]
Why Call Center Training is Costing You a Fortune
Are you tired of spending a ton of money on call center training Do you find that the more you spend on training materials and hiring new staff, your agents still fall behind We're here to tell you why, and what to do about it Time is Money In our previous blog post, we discussed the[...]