Morgan Pulitzer, Author at CallFinder - Page 20 of 47

Archive for “Morgan Pulitzer” Post

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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Is Call Recording Appropriate For Your Business?

A much pondered question from many business people is if call recording is appropriate (or even legal!) for their business On the matter of legality we can start by saying that yes call recording within a business on company owned phones is completely legal As for the appropriateness of taking such[...]

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Measuring Agent Performance Against One Another

Measuring one agent against another when it comes to how well they are handling customers on the phone is important This is how you create benchmarks and standards for quality service, and is also helpful when it comes time to conduct annual performance reviews! The reason being because this kind[...]

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How To Conduct Regular Customer Service Call Analysis

Business owners often want to know how their company is really faring out there Sometimes they may hear only the positive news and the things that people believe they want to hear To get to the bottom of things, it is sometimes necessary to do a customer service analysis There are a few things that[...]

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Making Quality Assurance A Daily Habit

No business can survive without its customers In order to keep those customers around, excellent customer service will be required Thus, quality assurance is an important aspect of the work that an office manager does One means of assuring quality is to listen in on the phone call conversations[...]

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