Call Centers and Big Data: Improving Business Intelligence
When most people talk about Big Data, they think they’re referring only to the explosion of information gathered from Web sites That’s not quite correct Big Data is a bit misnamed It’s not about the size of data, but about the large variety of data coming from many sources One key involved[...]
Customer Call Analysis: What Happened On That Call?
Virtually all businesses have a number that customers can call into and voice their concerns, complaints, or ask questions The content of these calls is very important and fascinating Information that one may find on these calls could be worth a lot more than they may even realize This is why[...]
10 Surprising Customer Service Facts to Know
Mining calls for key words and phrases will help you discover an incredible amount about your customers, what makes them tick, what makes them buy, why they're unhappy, and what will make them more happy This presentation includes a lot of good statistics on customer actions and preferences, which[...]
Move to the Cloud for Your Contact Center Monitoring
Don’t get left behind in this great world of technology Here at CallFinder we will help you get the most out of your contact center monitoring while providing you with affordable real time call recording, search, and analysis We will take your contact center away from that dinosaur style[...]
4 Ways To Ruin the Customer Experience
A primary byproduct of excellent customer service is a fantastic Customer Experience for the client Oftentimes, the tendency is for a business to become so focused on their own operating methods, that they can sometimes ruin the experience that the customer has in dealing with a business We will[...]
Why You Should Know More About Audio Mining
Is audio mining important We think so, and we really can’t understate the importance of knowing more about it Businesses can definitely benefit from audio mining because it enables them to manage quality control more efficiently and effectively Read on to discover how audio mining can[...]
How Business Intelligence Can Be Obtained Via Call Tracking
What facts do most businesses wish that they had The simple answer to this question is that they want facts that relate to their customers The more that they know about their customers, the better the business is able to operate Business intelligence can be just about any piece of data that one can[...]
Business Insights: What To Learn From Phone Calls
One might not think that some simple phone calls could make much of a difference, but that kind of thinking needs to be changed badly A number of business insights have been created as a result of monitoring telephone interactions between customers and employees The Mountain Of Data The amount of[...]
Agent Performance: In Their Control
When evaluating agent performance, it is ineffective to focus on metrics that are outside of their control Service level tanked last month There are a number of reasons that could have happened---spike in volume, vacant seats, too much outage approved by the supervisor--none of which the agent had[...]