Archive for “Ashley Watson” Post

Did you know collections agents who have higher levels of empathy yield much higher collections rates and consistently get higher customer satisfaction (CSAT) scores on calls? If you’re managing a collections agency or a call center with collections agents, it’s time to consider adding these emotion and sentiment analysis tools to your strategy to empower your agents to achieve success on every call.

NCUCCC 2022 is in the books! CallFinder’s Chief Revenue Officer, Laura Noonan, and Business Development Executives, Chip Hoffman and Allen Bergseth all attended the event, and unlike most things that happen in Vegas, this experience will not stay in Vegas. Here are the highlights and takeaways from this year’s event.

Quality call center training can make the difference between a positive and negative emotional connection when customers interact with your brand. Learn more in this post.

Learn everything you need to know about improving the customer experience through call center quality monitoring.

Did you know that underperformance and employee churn have a lot in common? This post explains how to improve performance, keep agents happy, and reduce churn in the call center using automated call quality monitoring.

Are you evaluating speech analytics solutions? This quick guide provides a short list of questions to ask as you start comparing solutions.

While many companies claim that a real-time speech analytics solution is better than other solutions, they don’t tell you the whole truth.

From increasing admissions to coaching agents on how to impart empathy, here are 6 ways call sentiment analysis can help your crisis center.

No matter what role you play in managing a call center, CallFinder’s speech analytics software can help you improve agent coaching.