Key Elements of a Speech Analytics Solution
I often use CallCentreHelpercom as a resource to stay on top of the speech analytics industry, follow thought-leaders, and read opinions and advice from the experts Although CallFinder is located in the US and serves businesses in North America, the target audience, users of speech analytics,[...]
3 Types of Speech Analytics Technology
There are three types of technology used to power speech analytics: speech-to-text, phonetics-based, and direct phrase recognition Types of Speech Analytics Technologies 1 Speech-to-text technology is based on a large vocabulary continuous speech recognition (LVCSR) engine, which translates[...]
Build Customer Relationships with Speech Analytics
The company-customer relationship is certainly not a simple one It is complex and multifaceted with a lot of moving parts Capturing your customers’ conversations provides you with a wealth of knowledge - also known as business intelligence - to better understand your position in the[...]
Agent Performance and Training Enhanced With Call Monitoring Software
Learn how critical call monitoring data allowed this company to take immediate, necessary action to reduce the amount of time call center agents were spending answering customer service-related questions and issues, thus reducing their external call center costs.
79% of Customers Prefer Phone Support Over Other Channels
79% of consumers still prefer to use the telephone to interact with a customer service center Make sure you have the right tool in place, like the Callfinder speech analytics application, to ensure script compliance, call quality, and a resource to use for your agent training program Source:[...]
Career College Saves Time and Resources with CallFinder Speech Analytics
Here is just one example of a successful implementation of a web-based speech analytics solution by a small to medium-sized business: Background: Career College was founded in 1966 and has grown to five campuses The College’s mission is to prepare students through allied health and business[...]
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[...]
Speech Analytics Expected To Surge in 2012
Speech analytics and Web chat are the contact center technologies that will experience the highest rates of growth in 2012, according to research from contact center industry analyst firm ContactBabel According to ContactBabel’s "US Contact Center Decision-Maker’s Guide 2012," speech[...]