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Why Your Data Collection Strategy Is Holding You Back From Getting Results

Henry Ford once said, “Obstacles are those frightful things you see when you take your eyes off your goal” Solid advice from one of the most successful business leaders of the 20th Century But without clear business goals, companies can’t take full advantage of 21st Century technology[...]

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Which KPIs Should Your Contact Center Track in 2021?

Contact center Key Performance Indicators (KPIs) are crucial to understanding agent performance and improving the customer experience As you review and evaluate customer service tactics for 2021, you'll want to track these metrics as efficiently as possible But first, you need to determine which[...]

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4 Quick Tips on Handling Angry Customers After the Holidays

Contact center agents regularly encounter frustrated and disappointed customers, especially during the holidays Add in a stressful pandemic with slower than usual mail deliveries, and customer service agents are still dealing with the aftermath of the COVID holiday season Fortunately, it is[...]

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Risk Management and Compliance with Speech Analytics

In today’s contact center, risk management and compliance are not just best practices Certain laws and governing bodies regulate how call centers handle sensitive data Because non-compliant agents are a costly risk, both through unsatisfied customers and monetary penalties, monitoring calls is[...]

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angry customer yelling on phone to answer the question what is overtalk

What is Overtalk And Why Your Agents Should Avoid It

What is Overtalk and Why Should You Care Overtalk during agent-customer conversations happens a lot more often than you might think What is overtalk Put simply, an overtalk event happens when both parties speak at the same time While overtalk is an inevitable, and often natural, part of any[...]

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Kick-Start Your Quality Management in 2021: Announcing CallFinder Insights

If 2020 has taught businesses anything, it's how to adapt The COVID-19 pandemic has been the driving force behind innovations in quality management technology and agent monitoring tools But even for businesses fortunate enough to have work-from-home capabilities, a struggling economy has created[...]

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man pointing at laptop for sentiment analysis

Top 3 Benefits of Sentiment Analysis

Identifying Sentiment in Conversations In today's volatile economy, it is imperative that businesses provide a consistently positive customer experience And the daily interactions between your contact center agents and customers offer valuable information about these experiences You can[...]

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Meet Sam Petersen: Client Services Analyst

Get to Know Our Analysts At CallFinder, we take pride in our Client Services, and part of what makes that service so unique are the people who make up our Analyst team So we thought it was time our customers and readers got to know them on a more personal level This week, we're featuring[...]

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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[...]

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