Millennials – the generation born (approximately) between 1982 and 1996 – has become a hot topic in today’s business world While the Baby Boomer generation currently holds the most spending power, Millennials are poised to take that position when they enter into their 40’s Even now,[...]
According to Microsoft General Manager Bill Patterson, customer experience has become the defining factor for a business, rather than price or product In fact, 89% of companies will compete with one another solely on customer experience basis in 2016, as opposed to just 36% in 2010 And[...]
With so many different communication options available today, any savvy business knows its customers must be able to reach them across multiple channels But with online means such as live chat and social media messaging, some may feel the traditional standby of a phone call has been rendered[...]
BURLINGTON, Vermont, February 1, 2016 – CallFinder®, a leading provider of cloud-based speech analytics solutions announced today the naming of Cliff LaCoursiere as Vice President LaCoursiere is responsible for leading CallFinder’s sales, development, and execution of the company’s product[...]
Consumers have many communication channels to choose from when they want to get in touch with a company today, however the old standby, the telephone, remains the most popular That’s why call center software, including speech analytics, is such a worthwhile investment The advantage of using[...]
Speech analytics software is a valuable tool that provides organizations with important call data that can be used to improve business processes However, it is important to note that speech analytics isn’t a “set it and forget it” solution In order to get the most out of the software, a[...]
In many ways, call center agents are the “face” of an organization When a customer has a question or concern, they speak with an agent This means that call center agents must be properly trained to handle a wide variety of issues and topics in a professional manner The conversation a customer[...]
Speech analytics software was once a tool only used by large corporations that had the budget to pay for it However, this technology has been moving to the cloud which makes it much more accessible for the small to medium sized businesses that can benefit from having it Cloud-based speech analytics[...]
Manually monitoring call recordings in a contact center environment is standard Calls are recorded and managers and supervisors listen in on a sampling of the calls to monitor agent performance and compliance However, this process has become outdated and contact centers should no longer settle for[...]
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