Archive for “Morgan Pulitzer” Post

The Customer Experience Crystal Ball: Predictions for 2013

Today’s article by 1to1 Magazine goes into predictions for 2013, and the challenges that business will face as they attempt to achieve optimal customer experience performance through the many departments of their organizations that touch the customer in some way or another Here is a short[...]

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6 Reasons to Add Speech Analytics to Your 2013 Business Strategy

Customer experience is the key differentiator between your company and a competitor How do you make sure you are delivering the best possible customer experience, on every call Speech analytics is how Our affordable cloud-based solution allows you to search and analyze the content of every[...]

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Call Monitoring and the Differences between Call and Contact Centers

We often use the terms "call center" and "contact center" interchangeably But are they really the same Both serve as "gateways" or initial points of contact for businesses and organizations Both handle inbound and outbound phone calls and use some form of call quality monitoring to maximize their[...]

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Perform Regular Customer Call Analysis to Improve Operation Efficiency

Analyzing customer calls is becoming standard business practice among companies of all sizes and industries   Why   Because as business owners and managers, we are coming around and realizing that the conversations we have every day with our customers hold much more valuable information than we[...]

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The Challenge of Call Monitoring for Small Businesses

Small businesses are moving communication services to the cloud more and more to save resources and reduce costs   The cloud eliminates the need for costly and cumbersome hardware and software installations   As a result of moving into the cloud, SMBs have more time to focus on the data that is[...]

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woman using CallFinder's speech analytics software

Audio Mining vs. Speech Analytics

Learn how companies use CallFinder’s speech analytics technology (aka audio mining) to find key insights and improve business performance.

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Using a Contact Center Monitoring System to its Full Potential

Contact center monitoring systems have become increasingly robust and sophisticated over time They are now able to turn even the most minute details within customer interactions into actionable information All aspects of a business, including its products, level of customer service, and forecasting[...]

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