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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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What is Speech to Text Transcription?

Prospects often ask us if they will receive call transcripts once they deploy our speech analytics software Short answer: yes The technology they are referring to is also called "speech-to-text transcription," which allows you to search for specific keywords in your call transcriptions But we also[...]

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What is Call Scoring?

How Call Scoring Works Call scoring compares your contact center agents’ performance against a predetermined set of standards Because call scoring compares each agent’s performance against a uniform standard, you can evaluate everyone’s work using common criteria This eliminates bias and[...]

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How to Prevent Credit Card Fraud with Speech Analytics

Credit card fraud is an ongoing concern for both businesses and customers Hundreds of thousands of financial fraud reports are recorded annually, with people finding themselves victims of erroneous charges or even worse, identity theft And while those who would illicitly access financial data[...]

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CallFinder Announces New CEO

Earlier this week, we were excited to announce that our board of directors has appointed Jay Rosenblatt as the new chief executive officer of CallFinder This change in leadership followed Mitchell Knisbacher’s decision to retire as CEO Knisbacher, who will remain in his role as chairman of the[...]

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3 Simple Tips for Dealing with Angry Customers

While it's important to meet certain business expectations, such as sales and fulfillment quotas, it's just as important to meet customer expectations In fact, the customer experience is critical to any business's success That's why meeting and even exceeding customer expectations should be a[...]

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Create Better Agent Training with Speech Analytics

One of the biggest mistakes with agent training in contact centers is only offering training when the agent is hired: Train them for a couple of hours, give them a manual, and push them out of the nest This often results in the inability to handle tough situations This leads to a poor customer[...]

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Speech Analytics Infographic: Focus Returns to CX in Call Centers

A newly-released global survey from Opus Research reveals that customer experience now tops the list of reasons to deploy speech analytics Opus surveyed over 500 of contact center and customer experience decision-makers around the world to study changes in the perceived value of speech analytics[...]

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