Morgan Pulitzer, Author at CallFinder - Page 19 of 47

Archive for “Morgan Pulitzer” Post

How to Measure & Manage the Caller Journey

In today's customer-centric world, tracking the customer experience is a major focus for contact centers and businesses A key component to the customer journey is phone conversations (or the caller journey) The experience a customer has with an agent over the phone will ultimately define their[...]

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Getting to Know Your Customers in 2015

In a 2012 Gartner study it was estimated that by 2015 (which is just around the corner!), marketing budgets allocated to retaining customers and increasing loyalty through customer service would more than double This explains the recent explosion over the past few years of the customer experience[...]

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Open the Channels for Customer Communications

Happy Thanksgiving from Vermont! Over the past year we've read many articles, come across a lot of research data, and even heard from our customers about the incredible importance and value that inbound phone calls hold in the overall business strategy As consumers increasingly prefer to interact[...]

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Misperceptions of Speech Analytics

To us, and our customers, it seems so clear that lacking speech analytics leaves a business or contact center at a disadvantage in terms of best practices So, why are some businesses still hesitant—why isn’t everyone using it Current Misperceptions The reason is that there are a lot of[...]

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State of Quality Assurance & New Best Practices

Traditional Quality Assurance The state of quality assurance today, is that QA staff, supervisors and trainers are an overextended resource They’re performing QA tasks and monitoring manually, maybe scoring agents’ calls from random samples  Or, they're doing “targeted” QA which[...]

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How the Customer Voice Impacts a Business

For several years it seems businesses missed the mark on what their customers really wanted As the digital movement was growing at an incredible pace, with new digital advertising techniques being launched weekly (it seems, that may be an exaggeration), the importance of the human voice got[...]

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Should Your Call Center Agents Follow a Script?

To script, or not to script That's the million (or billion) dollar question these days We've been reading and hearing more and more that consumers do not want to be spoken to like their robots And as people and consumers ourselves, we have to agree We really enjoyed reading this recent article[...]

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Financial Importance of Call Monitoring for TCPA Compliance

There are two rather large TCPA class action lawsuits in the works right now; one with AT&T and the other with Bank of America The potential financial ramifications are staggering, with the AT&T settlement expected to be $45 million, the BoA settlement, which has receive approval, which is[...]

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Speech Analytics: New Best Practice in Quality Assurance

We're gearing up to participate in a dynamic discussion on October 23rd, focusing on the new best practices of quality assurance, also known as quality management programs We'll be together with other strong representatives in the industry of providing contact center solutions to businesses,[...]

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