Call Monitoring Addresses Common Challenges for Contact Centers
Contact center calls generally center on complaints or problems. Learn how to solve these problems early with automated call monitoring.
Contact Center Monitoring Benefits all Departments in A Company
Contact center performance is measured in a variety of ways. Learn how contact center monitoring can help every department in your business.
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[...]
Speech Analytics Software Helps Companies Harvest Business Intelligence
Learn how speech analytics automatically analyzes recorded calls for quality assurance, script compliance, customer experience, and more.
Call Quality Monitoring Helps Maximize Agent Performance
The customer service your agents provide is often the deciding factor between competitors. Stay ahead of the competition with these tips.
800response Brings CallFinder Speech Analytics to the SMB Market
BURLINGTON, Vt — May 14, 2012 — 800response, a provider of telecommunications solutions and marketing technology tools since 1990, today announced the launch of CallFinder ® - a Web-based speech analytics software solution available to the small to medium-sized business (SMB) market Until[...]
Call Recording is Beneficial to Businesses in Multiple Ways
Whenever you call a company like a bank, credit card company, or insurance company, you're most likely accustomed to hearing an automated message that goes something like this: "This call may be recorded and monitored for call quality and training purposes" Or maybe the recording gives some line[...]
Pitney Bowes Uses Speech Analytics to Improve Service Quality
Pitney Bowes recently instituted CallFinder’s speech analytics solution to identify and analyze critical customer service issues.
Fortune 500 Uses CallFinder Speech Analytics to Ensure Script Compliance
One of our customers happens to be a Fortune 500 company After using CallFinder's speech analytics solution for about six months, they have successfully identified where agents are going off-script Armed with this data, the company improved their training programs to reduce compliance[...]