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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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Is Your Business Compliant?

Are you in the business of revenue recovery   If so, you need to know thisthe mini-Miranda should be your agents’ best friend Legally, your agents all MUST be reading a mini-Miranda to the people they are calling   Do you know if your agents are doing this   If not, the risk to your[...]

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Speech Analytics Software Helps Companies Harvest Business Intelligence

In today’s ultra-competitive world of commerce, where gaining an “edge” is more of a challenge than ever before, many companies find themselves in an almost perpetual state of repositioning as they work to leverage their strengths, offerings and assets Strategic adjustments may[...]

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Agent Performance and Training Enhanced With Call Monitoring Software

A retail business with multiple locations signed on with CallFinder to better understand how the front line employees at the stores were handling calls In addition, they used that data to identify agent training opportunities to improve the customer experience Background: A retail business with[...]

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Cosmetic Surgery Center Uses Call Recordings to Track Patient Preferences

This customer uses CallFinder recording, search and analysis to monitor marketing performance and discover what treatments and procedures their patients are looking for Background: A cosmetic surgery practice wanted to track caller interest in various procedures that they offer, so they could[...]

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79% of Customers Prefer Phone Support Over Other Channels

79% of consumers still prefer to use the telephone to interact with a customer service center   Make sure you have the right tool in place, like the Callfinder speech analytics application, to ensure script compliance, call quality, and a resource to use for your agent training program Source:[...]

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Speech Analytics Software Gleans Competitor Intelligence for Car Dealer

We work with an automotive dealer who has been using CallFinder call recording and speech analytics to uncover information on their competitors’ pricing strategies The dealership realized that their cars were priced too high Background: An automotive retailer wanted to gain more knowledge[...]

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Improve the Customer Experience with Recording & Analytics

National Hearing Aid Company Uses Call Recordings to Track Trial Period Effectiveness   We work with a national hearing aid company that uses our Web-based call recording and speech analtyics software to track promotional activities of their free trial   They use the data to monitor the[...]

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