Consumers Rely Heavily on the Contact Center to Resolve Issues
NICE, a provider of speech analytics, recently released results of a Consumer Channel Preference Survey The findings show that about 50% of respondents turn to live agents in a contact center to resolve issues According to the report, "Almost half of the respondents noted that if they are[...]
Is Your Business Compliant?
Are you in the business of revenue recovery If so, you need to know thisthe mini-Miranda should be your agents’ best friend Legally, your agents all MUST be reading a mini-Miranda to the people they are calling Do you know if your agents are doing this If not, the risk to your[...]
Speech Analytics Software Helps Companies Harvest Business Intelligence
Learn how speech analytics automatically analyzes recorded calls for quality assurance, script compliance, customer experience, and more.
Agent Performance and Training Enhanced With Call Monitoring Software
Learn how critical call monitoring data allowed this company to take immediate, necessary action to reduce the amount of time call center agents were spending answering customer service-related questions and issues, thus reducing their external call center costs.
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[...]
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[...]
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[...]
Pitney Bowes Uses Speech Analytics to Improve Service Quality
Pitney Bowes recently instituted CallFinder’s speech analytics solution to identify and analyze critical customer service issues.
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[...]