Call Center Technology Trends that Encourage Empathy in a Post-COVID World
While you may be sick of hearing about the "new normal," the undeniable truth is that COVID-19 has changed the customer experience forever Consumers have inevitably expanded their online presence, and their digital behaviors continue to shift as customers switch to brands offering more[...]
How to Get More Students Enrolled Without Hiring More Staff
Given COVID's impact on just about every industry, it may be no surprise that many academic institutions saw a decline in enrollment rates in the last year In a recent College Board enrollment report, data shows that 2-year institutions were hit especially hard, as their enrollment rates[...]
Common Uses of Speech Analytics for Insurance Companies
Insurance companies often struggle to stand out in a market flooded with agencies offering similar products One of the key differentiators among competitors is customer experience While customer surveys once offered valuable data on agent performance, this outdated method for gaining feedback is[...]
Hidden Costs of Manual Call Monitoring
Call quality monitoring and assurance in the call center are essential in today’s business environment Accessing and analyzing the voice of the customer is standard practice in order to meet the growing needs of the customer base But if your contact center managers are still manually[...]
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[...]