Archive for Agent Performance

Common Uses of Speech Analytics for Insurance Companies

Insurance companies often struggle to stand out in a market flooded with agencies offering similar products One of the key differentiators among competitors is customer experience While customer surveys once offered valuable data on agent performance, this outdated method for gaining feedback is[...]

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Hidden Costs of Manual Call Monitoring

Still manually monitoring calls? Then you’re not really monitoring your agents or your CX. Learn how you’re also wasting a lot of money on hidden costs.

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How to Identify Reasons Behind Customer Churn

Customer churn is a big concern for most companies And with good reason Studies show that customer churn costs businesses $16 trillion dollars annually, and the cost of gaining a new customer is five times higher than keeping a current one There are various reasons behind customer churn, but[...]

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Why Your Data Collection Strategy Is Holding You Back From Getting Results

Henry Ford once said, “Obstacles are those frightful things you see when you take your eyes off your goal” Solid advice from one of the most successful business leaders of the 20th Century But without clear business goals, companies can’t take full advantage of 21st Century technology[...]

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Which KPIs Should Your Contact Center Track in 2021?

Contact center Key Performance Indicators (KPIs) are crucial to understanding agent performance and improving the customer experience As you review and evaluate customer service tactics for 2021, you'll want to track these metrics as efficiently as possible But first, you need to determine which[...]

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Risk Management and Compliance with Speech Analytics

In today’s contact center, risk management and compliance are not just best practices Certain laws and governing bodies regulate how call centers handle sensitive data Because non-compliant agents are a costly risk, both through unsatisfied customers and monetary penalties, monitoring calls is[...]

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angry customer yelling on phone to answer the question what is overtalk

What is Overtalk And Why Your Agents Should Avoid It

What is Overtalk and Why Should You Care Overtalk during agent-customer conversations happens a lot more often than you might think What is overtalk Put simply, an overtalk event happens when both parties speak at the same time While overtalk is an inevitable, and often natural, part of any[...]

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3 Ways to Lower Average Handle Time with Conversation Analytics

Do You Know Your Average Handle Time Average Handle Time, or AHT, is an important metric for nearly every contact center The less time an agent spends helping a caller with a question or a problem, the more calls they can answer in a given period of time Businesses strive to have the lowest AHT[...]

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How Does Speech Analytics Work? An Insider’s Guide for Newbies

Before CallFinder hired me as the new Digital Marketing Specialist, I knew nothing about speech analytics So I Googled phrases like, "How does speech analytics work" or "What is speech analytics" to prepare for my interview My searches often resulted in articles with overly-complicated[...]

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