Archive for Agent Performance

Call Center Agent Performance: 3 Ways to Turn Your Agents into Super-Agents

Any Agent Can Be a Super-Agent When customers call a business with a question or a problem, they want a solution that is both fast and effective This means having proficient agents on deck is crucial While it would be ideal to only hire the “correct” people to work in your contact center (ie[...]

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What Bob’s Burgers Can Teach Customer Service Managers

What Does a TV Show Have to Do with Managing CS Agents We understand that some CS managers reading this will be skeptical about the "lessons" they can learn from a TV show But our previous blog post with some lessons from “Bob’s Burgers” was wildly popular We'd like to think it's because[...]

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What is Speech to Text Transcription?

Prospects often ask us if they will receive call transcripts once they deploy our speech analytics software Short answer: yes The technology they are referring to is also called "speech-to-text transcription," which allows you to search for specific keywords in your call transcriptions But we also[...]

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office scene with CallFinder speech analytics solutions in use

What is Call Scoring?

Call scoring is a standardized way to evaluate contact center agents and provide feedback used to improve agent performance and CX.

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3 Simple Tips for Dealing with Angry Customers

While it's important to meet certain business expectations, such as sales and fulfillment quotas, it's just as important to meet customer expectations In fact, the customer experience is critical to any business's success That's why meeting and even exceeding customer expectations should be a[...]

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Create Better Agent Training with Speech Analytics

One of the biggest mistakes with agent training in contact centers is only offering training when the agent is hired: Train them for a couple of hours, give them a manual, and push them out of the nest This often results in the inability to handle tough situations This leads to a poor customer[...]

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5 Things No One Tells You About Speech Analytics

Evaluating Speech Analytics Solutions Like any major software investment, purchasing a speech analytics solution will involve an evaluation of features and a careful cost analysis Companies should first devote some time to understanding how this technology will be leveraged Will it be used to[...]

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Top 5 Customer Service Mistakes You Don’t Know You’re Making

You advertise that your company provides "exceptional customer service" But do you Most companies who think they offer top notch customer service actually make some common customer service mistakes that can be easily avoided Here are the top five customer service mistakes and suggestions on how to[...]

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True Facts About the ROI on Speech Analytics

Need to convince the decision makers at your company that the ROI on speech analytics justifies the cost Here are true facts about the return on investment with speech analytics technology ROI on Speech Analytics: Sales A speech analytics solution will boost sales It's that simple But we[...]

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