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Why Call Center Training is Costing You a Fortune

Are you tired of spending a ton of money on call center training Do you find that the more you spend on training materials and hiring new staff, your agents still fall behind We're here to tell you why, and what to do about it Time is Money In our previous blog post, we discussed the[...]

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How to Improve Customer Experience with Speech Analytics

We recently shared some of the most common use cases for speech analytics We covered how to improve customer experience, agent performance, and sales and marketing decisions In this article, we will focus on how to improve customer experience with speech analytics The customer experience is[...]

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5 Contact Center Trends to Watch Out For in 2020

2020 is here, and businesses are determining which practices are most likely to improve operations and grow revenue While there's no one-size-fits-all solution for every company, it’s clear the main focus this year will be customer experience (CX) And for many businesses, CX begins in the[...]

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Why Can’t My ASR Be More Like Siri?

There's been a lot of buzz around the office about the recent advancements in our speech to text technology As someone who works in marketing, I don't always think about how the technology works But I had a recent experience that gave me a whole new appreciation for all that goes into ensuring[...]

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What Bob’s Burgers Can Teach Customer Service Managers

What Does a TV Show Have to Do with Managing CS Agents We understand that some CS managers reading this will be skeptical about the "lessons" they can learn from a TV show But our previous blog post with some lessons from “Bob’s Burgers” was wildly popular We'd like to think it's because[...]

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