Speech Analytics

Archive for Speech Analytics

Common Uses of Speech Analytics for Insurance Companies

Insurance companies often struggle to stand out in a market flooded with agencies offering similar products One of the key differentiators among competitors is customer experience While customer surveys once offered valuable data on agent performance, this outdated method for gaining feedback is[...]

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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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Meet Sam Petersen: Client Services Analyst

Get to Know Our Analysts At CallFinder, we take pride in our Client Services, and part of what makes that service so unique are the people who make up our Analyst team So we thought it was time our customers and readers got to know them on a more personal level This week, we're featuring[...]

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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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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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