One of the biggest mistakes with agent training in contact centers is only offering training when the agent is hired: Train them for a couple of hours, give them a manual, and push them out of the nest This often results in the inability to handle tough situations This leads to a poor customer[...]
A newly-released global survey from Opus Research reveals that customer experience now tops the list of reasons to deploy speech analytics Opus surveyed over 500 of contact center and customer experience decision-makers around the world to study changes in the perceived value of speech analytics[...]
Last week, we looked at why companies don't focus on the customer experience This week we'll give you some ways to use consumer data to improve the customer experience But first, a few stats to drive home the importance of the customer experience Studies show a negative customer experience[...]
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel” -Maya Angelou The late Maya Angelou may have been talking about life in general, but this quote can certainly be applied to the customer[...]
Happy Holidays from CallFinder! As we approach the new year, we'd like to take this opportunity to thank all of our customers for their continued support Please note that our office will be closed Monday, December 24th and Tuesday, December 25th As always, we offer 24/7 technical support if you[...]
Predicting the Customer Experience Trends for 2019 It’s hard to believe there was a time when it seemed like the only person talking about customer experience was Founder and CEO of Zappos, Tony Hsieh Now it’s commonly known that the customer experience is one of, if not the, defining[...]
Evaluating Speech Analytics Solutions Like any major software investment, purchasing a speech analytics solution will involve an evaluation of features and a careful cost analysis Companies should first devote some time to understanding how this technology will be leveraged Will it be used to[...]
Getting Past the “Buzz” of Customer Experience Buzzwords The term “buzzword” tends to have a negative connotation because these terms are often overused and lose their original impact as a result However, certain customer experience buzzwords maintain their integrity and continue to[...]
This Halloween, we thought it would be fun to put together a Halloween roundup of random facts and not-so-random favorites From the history of haunted Victorian mansions to Halloween cinema favorites, this roundup is intended to inform, delight, and give you a fright We hope you enjoy our picks[...]
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