Archive for Agent Performance

Career College Saves Time and Resources with CallFinder Speech Analytics

Here is just one example of a successful implementation of a web-based speech analytics solution by a small to medium-sized business: Background: Career College was founded in 1966 and has grown to five campuses The College’s mission is to prepare students through allied health and business[...]

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800response Brings CallFinder Speech Analytics to the SMB Market

BURLINGTON, Vt — May 14, 2012 — 800response, a provider of telecommunications solutions and marketing technology tools since 1990, today announced the launch of CallFinder ® - a Web-based speech analytics software solution available to the small to medium-sized business (SMB) market Until[...]

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Call Recording is Beneficial to Businesses in Multiple Ways

Whenever you call a company like a bank, credit card company, or insurance company, you're most likely accustomed to hearing an automated message that goes something like this: "This call may be recorded and monitored for call quality and training purposes" Or maybe the recording gives some line[...]

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Fortune 500 Uses CallFinder Speech Analytics to Ensure Script Compliance

One of our customers happens to be a Fortune 500 company After using CallFinder's speech analytics solution for about six months, they have successfully identified where agents are going off-script Armed with this data, the company improved their training programs to reduce compliance[...]

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Be Mindful of These Customer Experience Statistics

Customer Experience Statistics to keep in mind throughout 2012: US consumers prefer to resolve their customers’ service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%) Source: American[...]

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