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Measuring Agent Performance With Call Analysis

Your agents or employees are people who work for you and for the betterment of your company It is up to them to make sure that all customers they come in contact with are treated well This is why agent performance is important to measure frequently in order to insure you are getting only the best[...]

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Call Center Monitoring Tools Help Ensure Customer Satisfaction

Although the technology-oriented means of trade and commerce have provided entrepreneurs with the ease of setting up a business, it is very difficult to keep up with the constantly changing consumer demands Most entrepreneurs with big business budgets, hire consultants to plan business strategies,[...]

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Speech Analytics – An Innovative Tool for Call Centers

According to business market analysts, speech monitoring and analytics software is probably one of the biggest trends in business today These intelligent software programs provide business owners an opportunity to process the unstructured content of phone conversations with their customers, and[...]

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Commercial Benefits of Speech Analytics

How Speech Analytics Software has Influenced the Mainstream Business World Before 2004, the use of speech analytics in the United States was strictly limited to priority federal organizations like FBI But soon after the wave of globalization hit the world, entrepreneurs started using this[...]

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Customers Are Calling The Shots When It Comes to Their Experience

Last week we shared some research-based statistics on The Age of the Customer Experience, and how this relevant industry trend is affecting business process and outcomes from a financial and credibility stand-point Here is a look at the customer experience from the customer’s perspective,[...]

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Phonetic Indexing – A Better Approach than Speech Recognition?

Phonetic Indexing by Business Case When comparing speech recognition and keyword targeting - in which the software program is designed to transcribe entire sentences as an array of words - and phonetic indexing, you should start with how you will be using speech analytics technology For[...]

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The Age of the Customer Experience

Here is a compilation of research-based statistics on the trending topic of the "customer experience" we’ve been writing about this important topic for about a year, and there are a lot of companies that provide technology tools to help businesses discover the process their customers go[...]

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Call Mining: From Trend to Mainstay

Emerging innovations in cloud-based technology have provided the world with countless ways to communicate Now more commonly known as speech analytics, call mining software provide users with a number of benefits, including automated call monitoring to improve agent performance and the customer[...]

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Call Tracking and Speech Analytics: Keep Personal Calls To A Minimum

When on the job for long stretches of time, employees are bound to make personal calls And, they should be able to, in moderation It is a fact that is seen played out in workplaces across the country and the world If a need arises to monitor employees’ calls, specifically agent performance,[...]

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