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What A Simple Call Recording Can Tell About Sales

Every day large businesses are flooded with calls from customers and potential customers These people calling in frequently want to know about the products they are considering buying They usually either have a question or a complaint about the product The company has a choice at this point to use[...]

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3 Benefits of Monitoring Call Center Agent Performance

Call Center operators have a tricky business Abating technical problems and handling irate customers in a non-confrontational and brisk manner is no easy task Add on the idea that their every word may be picked apart and analyzed, and anxiety could be induced into even the most seasoned[...]

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The Best Businesses Listen To The Voice Of The Customer

Every successful business is one that pays attention to its customers Without listening to customers, there is no hope of getting the answers that are necessary to provide the highest quality customer service The voice of customer metrics that you use are important to the overall customer service[...]

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Evaluating & Improving Customer Experience – 2014 and Beyond

Customer experience is the subjective perception, or opinion, that someone has based on any direct or indirect contact with a company This can include the service they receive over the phone, if shipments arrive in time, the packaging that the item comes in, features, the advertising to support the[...]

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Speech Analytics: The Science Of Speech Patterns

Every day that there are phone call interactions between customers and employees, there is a whole mountain of data that is recorded It would be impossible for any person to go through every bit of that data to listen for anything The amount of time required would be far too much This is why speech[...]

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Results Your Business Can Expect with Speech Analytics Solutions

You've probably heard it before - it’s difficult to prove the ROI of implementing a speech analytics solution in a call center We’re here to say that that’s not entirely true As businesses expand their use of speech analytics software from using it in just a customer service[...]

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3 Key Benefits of Customer Call Analysis

Whether a company is making customer service calls or receiving them, all calls should be reviewed with all agents by some level of management for several reasons First off, this is the was that the company can learn where most of their customer service calls are stemming from in the first place[...]

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3 Little Known Aspects that Make a World Class Customer Experience

Customers are the lifeblood of companies Without customers, companies wilt and die By providing a world class customer experience, you can retain current customers and even turn them into raving fans that help you attract more customers We will discuss 3 aspects of world class customer service that[...]

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Warning: You Could Be Losing Money By Not Using Speech Analytics

What is Speech Analytics Technology Speech analytics is defined as a systematic approach used to analyze customer conversations that take place over the telephone In other words, speech analytics is the process of using technology to automatically analyze recorded speech to gain greater insight[...]

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