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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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Why Business Intelligence Benefits Everyone

It doesn’t matter how much you think you know what is going on in your business, you don’t really know until there is evidence provided This evidence is known as business intelligence It is literally any information that you collect about the goings on in your business, and it is[...]

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What Can Be Learned From The Voice Of A Customer

Every phone call made into a business is a potential learning opportunity The voice of customer in the calls alone can provide insights that were not had before This means that it is something that should be paid attention to What Can Be Learned Just by listening to the voice of the customer, it[...]

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Gaining Business Insights Through Call Monitoring

What is the best way to know something for sure To experience it yourself To see or hear something makes it real for you and cuts to the truth Using call monitoring of your employees can bring business insights that you might not otherwise have Controlling Customer Experience When customers call[...]

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6 Fundamentals of a Sound Speech Analytics Solution

A Solid Speech Analytics Solution Born From A Proven Telecom Network We realize that every call is important to a business, and over the course of 24 years in business, we have strategically built our telecom network with significant redundancy and size to guarantee that calls are processed and[...]

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