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[...]
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[...]
An automated quality monitoring solution with speech analytics has proven its worth in the contact center Speech analytics technology improves both agent performance and customer experience with automated tools, such as call transcriptions, sentiment analysis, agent scorecards, and more But the[...]
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[...]
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[...]
Last week, we discussed how the COVID-19 pandemic has impacted the customer experience, and we briefly addressed its effect on contact centers In this article, we take a closer look at how contact center agents are adjusting to meet customer expectations More specifically, we will discuss how to[...]
Why Manage Compliance Compliance management is the process by which businesses and managers ensure compliance with certain laws and regulations When you call a business and hear, "This call may be recorded for quality purposes," that’s typically because that business is trying to manage[...]
When Bob Dylan wrote “The times, they are a-changin’,” it’s hard to say if he ever suspected they would change this much Because of the COVID-19 pandemic and social distancing, most business transactions must occur online or over the phone Customer service is more important than ever due[...]
Credit card fraud is an ongoing concern for both businesses and customers Hundreds of thousands of financial fraud reports are recorded annually, with people finding themselves victims of erroneous charges or even worse, identity theft And while those who would illicitly access financial data[...]
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