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Build Customer Relationships with Speech Analytics

The company-customer relationship is certainly not a simple one  It is complex and multifaceted with a lot of moving parts   Capturing your customers’ conversations provides you with a wealth of knowledge - also known as business intelligence - to better understand your position in the[...]

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Lead Nurture…The Art of Generating, Capturing, and Selling

Finding ways to increase incoming calls to your business is a strong lead generation tactic – these leads are the infamous “low hanging fruit”   Prospects that call in and are interested enough in your products and services to take the time to engage in a personal conversation[...]

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Call Center Monitoring: Measuring and Assessing Performance

The health, vitality and profitability of a business depends largely on its effectiveness to ensure that performance levels and quality service remains high while costs are kept to a minimum In striving to meet these goals, a business or organization must continuously evaluate every aspect of its[...]

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Gather Critical Business Insights with Speech Analytics

According to the 2011 Small and Medium Businesses Routes to Market Study conducted by the SMB Group, customer-facing applications were the top investment area in 2011 by SMBs   Today, businesses are using customer-facing speech analytics technology to improve operations efficiency[...]

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Call Monitoring Addresses Common Challenges for Contact Centers

The challenges are many for those who manage and staff call centers Even seemingly minor difficulties within these operations can have a significant impact on a company’s reputation and bottom line The majority of calls coming in to contact centers generally revolve around complaints or[...]

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How Do Your Customers Express Dissatisfaction?

As you probably know, customers will express themselves in myriad of ways - especially if they are unhappy If one of your business goals is to reduce the number of unhappy customers (hopefully that is a goal of every company), then you can use a speech analytics solution to easily identify unhappy[...]

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Contact Center Monitoring Benefits all Departments in A Company

A call center or “contact center” is the gateway to a company or organization Its agents are the gatekeepers whose initial interaction with callers creates the first impression for customers and buyers   An existing or potential customer’s experience with a contact center and[...]

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Consumers Rely Heavily on the Contact Center to Resolve Issues

NICE, a provider of speech analytics, recently released results of a Consumer Channel Preference Survey   The findings show that about 50% of respondents turn to live agents in a contact center to resolve issues According to the report, "Almost half of the respondents noted that if they are[...]

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