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Contact Center Must-Haves for 2016

With 2016 right around the corner, it’s time to start planning for the New Year in your contact center if you haven’t already Sales and customer service professionals in the contact center serve as the “face” of an organization, which means that the contact center must be invested in[...]

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Business Culture Impacts the Customer Experience (CX)

The customer experience (CX) is a critical component of business success today Consumers aren’t willing to accept a poor customer experience and will not only seek out an alternative company to do business with when it occurs, but will also spread the word in online channels including social[...]

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Why Your Company Should Implement Speech Analytics Soon

According to the latest research from DMG Consulting and ContactBabel, the number of contact centers currently using interaction analytics is just slightly less than 20 percent However, of the more than 80 percent of contact centers that do not have analytics in place, 25 percent have plans for[...]

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Use Speech Analytics to Create a Customer Journey Map

Looking at customer experience data, companies are only seeing facts and figures It’s the story behind the data that provides the true insights That’s why customer journey mapping has become so popular A customer journey map is essentially a visual depiction that tells a story, such as a graph,[...]

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5 Essential Tools for Delivering Smart Customer Service

To be successful today a business must provide excellent customer service In order to do so, a company must be willing to invest in the proper tools and training that are necessary Here are 5 of the top customer service tools that a business should be investing in today: Call recording[...]

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How to Monitor the Voice of the Customer on a Budget

One of the most important performance metrics businesses need to pay attention to today is the voice of the customer (VoC) Voice of the customer data includes information related to customers’ feedback about products and/or services provided It provides insights into the overall customer[...]

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The Top 3 Reasons to Use Speech Analytics Software

There are so many important business insights within customer and prospect phone calls At one time these insights remained hidden but today, with speech analytics software, companies are able to turn this previously unstructured data into structured data Speech analytics software can extract these[...]

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Use Speech Analytics to Determine What Phrases to Avoid During Sales Calls

One of the many use cases of speech analytics software is providing sales trainers and Sales managers with data that can be used to create coachable moments among the sales staff After pulling data, management can determine what works, what doesn’t, and review sales calls further to find out why[...]

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How to Maximize the ROI of Speech Analytics Software

Purchasing speech analytics software requires an investment, of both money and time While it’s obvious that investing in speech analytics software will provide key insights into business practices, allowing a company to improve these business practices which will in turn improve the customer[...]

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