Morgan Pulitzer, Author at CallFinder - Page 19 of 47

Archive for “Morgan Pulitzer” Post

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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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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Speech Analytics Will Facilitate Great Customer Service

There is a local inbound marketing agency here in Vermont that we have a great amount of respect for, and who just recently published this article on the best customer service steps that should take place after a sale is made Many of the steps focus on listening to your customers' needs, which is a[...]

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Showing ROI of Speech Analytics Solution is Not So Tough

We came across this article today, which highlights the interesting, and critical, data that a speech analytics solution will help businesses uncover This example pertains directly to the insurance industry: "When the word "ridiculous" is used in an insurance customer service interaction, by[...]

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What To Expect With Call Recording

Every business will have callers and agents or employees who handle those incoming calls In an ideal world, every call should go over smoothly and according to company policy, but we do not live in a perfect world Instead, we require implementation of technology like call recording to determine[...]

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