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Extract Customer Insights, Improve Voice of Customer: Speech Analytics


New Resources Available to Help Businesses Extract Customer Insights and Improve Voice of Customer Analysis Using Cloud-based Speech Analytics Technology

CallFinder, a provider of cloud-based call recording and speech analytics services, today announced free resources are available to businesses of all sizes to address capturing Voice of the Customer analytics, which will assist in developing customer experience programs.

CallFinder is making their suite of free white papers available to guide businesses in using cloud-based call recording and speech analytics technology, also known as audio mining, to help them identify why customers call their business, what makes them satisfied, and what causes dissatisfaction.

“Our customers, like many businesses, are continually monitoring, evaluating and making improvements to the customer experience they deliver. Having resources to help guide them through the process of planning, developing and executing a system to gain these analytics and then turn the information into actionable programs is one of our goals of providing additional avenues of support to our customers,” says Laura Noonan, vice president of marketing at CallFinder.

Improving the customer experience is a trending topic for businesses today, with research* showing that two-thirds of consumers would be willing to spend approximately 13 percent more money with a company following an excellent customer service experience. In comparison, 55 percent of customers would cease buying from a company that provides poor customer service.

“The publication of these resources will continue to help businesses aggregate knowledge on implementing speech analytics technology into their workplace, and give them the guidance they need to continue improving operations, and as such, improving the experience they deliver to their customers,” says Noonan.

CallFinder’s white papers are available for download and include the following topics:

About CallFinder Speech Analytics
CallFinder® is a leading provider of SaaS speech analytics technology that delivers 100% visibility into customer-agent interactions and provides businesses with an affordable solution to automate quality monitoring, improve agent performance, and provide a superior customer experience. With CallFinder’s speech analytics and automated call scoring solution, businesses can take customer interaction analytics one step further to automatically score calls based on customer needs, agent scripts, call in reasons, and more. With an easy-to-navigate user interface and scalable solutions, CallFinder is designed for the small to medium size business market. CallFinder’s unique MyAnalyst Client Support service provides a dedicated speech analytics expert to assist clients throughout implementation, and beyond. Learn more about the CallFinder solution at, or call 1-800-639-1700.

*The 2012 American Express Global Customer Service Barometer

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