Move Your Call Center Into The Future With Automated Call Scoring
If you’re still manually reviewing calls, here are 3 ways CallFinder’s automated call scoring solution will move your contact center and your company out of the past, and into the future.
Call Center Scorecard Use Cases & Quick Wins
A call center scorecard offers a lot more than agent performance & CX metrics. Learn how scorecards uncover hidden insights & save time.
3 Ways to Ensure Credit Union Regulatory Compliance
We live in a world full of information available at our fingertips Unfortunately, this information is also available to people with less than honorable intentions For this reason, many industries have strict regulations to protect both businesses and consumers Perhaps the most regulated[...]
AI in the Contact Center: How Automated Quality Monitoring Drives Success in Good Times and Bad
Q&A with CallFinder's CRO, Laura Noonan From lockdowns to work-from-home protocols, the last two years have been tumultuous for many businesses We connected with CallFinder's Chief Revenue Officer, Laura Noonan, to get her perspective on the pandemic's impact on our clients operating in[...]
New: Emotion Detection & Scorecard Enhancements from CallFinder
More Visibility + More Coaching = More Revenue CallFinder is excited to announce that our fully loaded sentiment dashboard now includes Emotion Detection! Plus, we've added time-saving enhancements for seamless visibility into agent performance and customer satisfaction levels Now with quicker[...]
CallFinder View vs. Acuity: Which Solution is Right for You?
Are you ready to choose an Automated Quality Monitoring (AQM) solution, but you're not sure which one is right for you We're here to help with a closer look at CallFinder's solutions We offer two cloud-based solutions designed to meet your company's analytics needs and budget requirements[...]
3 Reasons End-of-Call Surveys Won’t Help You or Your Agents
If you’ve ever called customer service, you’ve probably heard an automated voice asking you to stay on the line after the call to take a quick survey Many businesses use these end-of-call surveys to obtain info on customer interactions and improve the overall customer experience But despite[...]
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[...]
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[...]