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,[...]
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[...]
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[...]
A retail business with multiple locations signed on with CallFinder to better understand how the front line employees at the stores were handling calls In addition, they used that data to identify agent training opportunities to improve the customer experience Background: A retail business with[...]
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:[...]
National Hearing Aid Company Uses Call Recordings to Track Trial Period Effectiveness We work with a national hearing aid company that uses our Web-based call recording and speech analtyics software to track promotional activities of their free trial They use the data to monitor the[...]
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[...]
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[...]
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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