Morgan Pulitzer, Author at CallFinder - Page 10 of 47

Archive for “Morgan Pulitzer” Post

3 Call Center Technology Trends To Watch In 2017

It’s the start of another new year, which means people all across the country are making resolutions to become the best versions of themselves But it’s not just people; even businesses are looking at ways they can improve And one area that is being meticulously scrutinized is a company’s[...]

Read Post

Speech Analytics In Call Centers Ensure Happy Customers Post-Holidays

With the holidays coming to a close this year, it’s time to finally take a deep breath and relax, right  Well, not for everyone  For many businesses, the post-holiday time can just be almost, if not just as hectic with myriad returns, exchanges, complaints, and requests from dissatisfied gift[...]

Read Post

Keeping Customers Happy with Automated Quality Monitoring

If you're looking to gain insights into your agent performance and customer experience, you should consider adding an automated quality monitoring solution to your suite of contact center technologies If knowledge is power, then customers these days are stronger than ever before With so many[...]

Read Post

How Speech Analytics is Changing the Customer Experience Game

Once upon a time (that is to say, as recently as 2005), contact centers were designed with the focus on ensuring all systems were working fluidly to support the company  When it came to customer service, expectations were much lower, and companies could get away with putting in a lot less[...]

Read Post

Use Speech Analytics to Enhance Customer Experience

There was a time when working in a contact center was a much simpler affair  People would call in with questions and/or complaints, the agent would help them to the best of their ability, the caller would hang up (hopefully satisfied) with an enhanced customer experience, and that was all there[...]

Read Post

Improve Agent Performance by Analyzing Call Recordings

Call Recording is All About the Customer If you’ve ever had to call a place of business, you’ve more than likely heard a recording saying, “This call may be recorded for quality assurance”, or something similar  But what does it really mean  At first, it sounds rather intrusive, like some[...]

Read Post

Actionable Uses for Speech Analytics Technology

Speech analytics technology has been around since 2004, which is a pretty long time in the tech industry Many businesses put off investing in this technology for a number of reasons There's always the question of whether or not the costs will generate a good ROI In the case of speech analytics,[...]

Read Post

Reduce Agent Attrition in the Contact Center, Improve Agent Performance

One of the biggest challenges to today’s contact centers is addressing the high attrition rate of their agents and measuring agent performance On average, contact centers have an annual turnover rate of 26% for their front line agents, leading new agents to have to be hired on a regular basis Not[...]

Read Post

Things To Know About Implementing Speech Analytics Software

When your contact center is getting ready to apply speech analytics software, you are taking the first step towards a superior way of capturing the voice of your customers and converting those insights into informed strategic business decisions After all, who better to tell you what your customers[...]

Read Post