Archive for call center analytics

Contact Center Monitoring Is A Growing Trend. Do You Use It?

Contact center monitoring is bigger than it has ever been, and we're not using hyperbole on this one The question is "Do you have it" Or perhaps more importantly, "How soon can you get it" Implementing a contact center monitoring solution is a surefire way to significantly improve the customer[...]

Read Post

Ensure Script Compliance with Speech Analytics Software

We operate in a highly regulated world, which means that your call center employees need to know your company policies, which your legal and business consultants have helped you to craft into a script or business process That script or process needs to be accessed and activated right away or else[...]

Read Post

Speech Analytics Best Practices To Extract Key Business Insights

Often, companies see the inherent benefits of implementing a speech analytics solution, but are not totally confident that they have defined their business objectives in order to make the best use of the technology   They also don’t have a firm grasp on the best practices to follow when[...]

Read Post

Work Smarter, Not Harder with A Business Intelligence Software Package

"This call may be monitored for quality assurance" Any one of us who has ever called a customer service center has heard that profound eight word sentence Well, to monitor a few calls here and there may be a sound move to ensure quality in your business’ customer contacts But, what if you had[...]

Read Post

CallFinder Demos Speech Analytics at NECCF

Yesterday, we exhibited at the Northeast Contact Center Forum (NECCF) annual event at Gillette Stadium in Foxborough It was great to meet contact and call center executives, managers, and supervisors from the Northeast corridor and share our experience and unique approach to providing speech[...]

Read Post

Keep Customers Coming Back – Mine Calls w/ Speech Analytics Technology

It’s been said over and over, and it’s not brain surgeryyou'll keep your customers happy and coming back to buy more if you treat them well, really well How do you know if your employees are treating your customer well   There are several ways, like manually listening in on calls to[...]

Read Post

Auto Dealer Uses Call Analytics to Gain Customer Data

This is an interesting use-case of an automotive dealer who is successful at using call recording speech analytics technology to identify areas where they need improvement; what are callers looking for, how many calls do they get related to financing, what percent of their inbound calls are due to[...]

Read Post

Call Tracking Metrics – What Is It And How Can It Help You?

Call tracking metrics is a general term to describe the combination of technology and assembled information to assist in making fact-based decisions It is about using the results to organize and analyze performance Placing the correct information to the correct people at the correct time All[...]

Read Post

Important Considerations for Call Center Optimization

Many contact center representatives are no doubt very active with Twitter, Facebook, and other social media in their private lives Social media awareness can be a valuable part of ongoing call center training Many enterprises come to realize, however, that the value of expert call center[...]

Read Post