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[...]
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[...]
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[...]
Workforce Management vs Project Management Software: What’s the Difference?
Your company’s success relies heavily on how well your employees work together to meet shared objectives That’s why collaboration software is crucial for any organization, particularly now when most employees are working from home A recent survey shows a 62% increase in the use of[...]
Call Analytics: Planning and Reacting to Customer Calls
Why Call Analytics Matters Call analytics refers to accessing and analyzing phone conversation data to gain valuable and applicable insights An automated call monitoring solution with call analytics can have numerous benefits From enhancing contact center agents’ skills to boosting sales and[...]
What is SaaS Vs. MSaaS: Key Differences & Benefits
What is SaaS In Brief In a previous blog, we shared five tips on finding a SaaS solution that is right for your business The article provides a full definition and examples of SaaS solutions And one of those tips strongly suggests that you choose a Managed SaaS solution (MSaaS) over a[...]
5 Things to Consider When Choosing a SaaS Solution
Software as a Service (SaaS) has grown in popularity over the years Any browser-run program is considered a SaaS solution, especially in offices and remote workspaces SaaS solutions tend to be cloud-based, which means there is no hardware to install or register And most SaaS solutions are offered[...]
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[...]
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[...]