Archive for call monitoring

Improving Agent Performance

4 Ways to Improve Call Quality Monitoring

Good call quality monitoring shouldn’t focus only on the negative; this crucial activity needs to have a positive influence on your business, too With a few useful tips, you can improve the quality of your monitoring without a lot of extra expenses or complicated processes Don’t forget[...]

How to Excel at Delivering a Superlative Customer Experience

Companies that provide excellent customer experiences train their customer-facing employees well   Below are eight specific things that quality training and expert customer service companies are exceling at, along with tips on how you can improve in these areas as well Customer-facing employees[...]

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[...]

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[...]

3 Questions to Ask Your Business to Improve the Customer Experience

Today, it’s all about the customer experience - they are driving the relationship and the success or failure of businesses today   And, delivering a great customer experience is often the main differentiator that many companies are relying on in order to grow and survive Ask the following[...]

How Do You Understand the Voice of Customers?

Having a Voice of Customer, or Voc, program means you are interested in what your customers are telling you; that you want to be proactive and innovative to keep up with their needs, and you are intent on providing the best possible customer experience First, let’s review exactly what "Voice[...]

Unlock Insights in Contact Center Calls with Speech Analytics

Today’s advanced speech analytics technology empowers contact centers to easily and automatically extract deep and meaningful business insights directly from recorded phone calls with their customers, which provides manager and supervisors with a deep understanding of customer intent and[...]

Help Clients Uncover Hidden Business Insights in Call Recordings