Archive for Customer Experience

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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Kick-Start Your Quality Management in 2021: Announcing CallFinder Insights

If 2020 has taught businesses anything, it's how to adapt The COVID-19 pandemic has been the driving force behind innovations in quality management technology and agent monitoring tools But even for businesses fortunate enough to have work-from-home capabilities, a struggling economy has created[...]

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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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man putting on headset in front of computer ready for customer support call

Speech Analytics: Not Just for Contact Centers

Speech analytics solutions are valuable quality monitoring tools because they provide insights into contact center performance But what if your company doesn’t have a designated contact center Can you still benefit from speech analytics Absolutely! Speech analytics can be used by any[...]

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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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Managing Contact Center Agents During COVID-19

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[...]

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How the Coronavirus has Changed the Customer Experience

The ongoing coronavirus pandemic has forced businesses to reconsider the ways in which they operate, especially when it concerns the customer experience The biggest takeaway from these past few months is that companies are recognizing the need to prioritize their customers over their profits In[...]

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