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[...]
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[...]
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[...]
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