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Improve The Customer Experience With Call Tracking

Customers value service When they are treated well by a company, they are likely to come back to that company to do business with them again in the future That is why the customer experience should be valued above just about anything else One way to help improve the experience that customers have[...]

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Measure Regulatory Compliance with Recorded Calls, Speech Analytics

As regulation crack-downs, competition, and customer needs increase, financial institutions are facing tough challenges on many levels As a result, these financial companies are looking for ways to drive long-term value and they're finding that a renewed focus on delivering an outstanding customer[...]

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Record and Analyze Calls to Reduce Abandon Rates and Customer Churn

It's a fact that doesn't really need to be stated - no one likes to wait on hold when they call your company, or any company for that matter You don't like to be placed on hold, do you   Well, neither do your customers Reducing abandon rates, and thereby losing potential sales, is a challenge for[...]

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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[...]

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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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Pitney Bowes Uses Speech Analytics to Improve Service Quality

Yesterday, a release went out announcing that Pitney Bowes recently instituted a speech analytics program to identify and analyze critical customer service issues and problems Business Analyst Lori Schmidt explains how the company uses this tool to listen for targeted issues -- key words for a[...]

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Fortune 500 Uses CallFinder Speech Analytics to Ensure Script Compliance

One of our customers, which is a small to medium-sized business, also happens to be a Fortune 500 company   They’ve been using CallFinder call recording and speech analytics for about six months, and have successfully identified where agents are going off-script, and have learned how they[...]

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