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Harnessing the Power of Automation: Strategies for Reducing Cost in the Contact Center

In the wake of the COVID-19 lockdown in 2020, businesses looking to recoup lost revenue realized that the customer experience was more important than ever. This pushed companies to find cost-effective ways to deliver better customer experiences and ensure customer loyalty. This white paper demonstrates how an automated, cloud-based QA solution is essential to improving CX while reducing cost in the contact center.

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Monitoring QA Remotely: How to Manage Work-From-Home Agents & Monitor Customer Interactions with Cloud-Based QA Technology

As working from home becomes the new normal, this white paper addresses the challenges of a remote workforce for QA managers, while highlighting the benefits of hiring & managing WFH agents using automated quality monitoring tools and cloud technology. Learn how to leverage your call recordings to create better business strategies and transition to a virtual workspace.

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office scene with CallFinder speech analytics solutions in use

US Contact Center Decision-Makers’ Guide: CallFinder Quality Monitoring & Call Recording

Download the white paper to learn how to:

  • Gain management visibility into 100% of customer interactions using a SaaS speech analytics solution, such as CallFinder.
  • Access customer loyalty insights that can be shared throughout the organization
  • Boost efficiency by monitoring more interactions with the same size QA team
  • Achieve scalability as your contact center grows and improve processes for a successful future
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Paper bills in US currency

Navigating Challenging Conversations in the Collections Industry with Speech Analytics

Debt collection is a sensitive and complex matter. An intense regulatory climate and customer frustration can be challenging for agents tasked with securing payments while expressing empathy. Learn how and increase collection rates, boost CX, and mitigate risk. Download the white paper to learn how collections agencies use speech analytics to address the following:

  • Increase collection rates
  • Show empathy to improve CX
  • Mitigate compliance risk
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Monitor & Improve Interactions with Speech Analytics

Contact centers often find themselves under pressure to go from cost center to “profit center," and to do more than ever before At the same time, we’re seeing that contact centers continue to be the focal point of a business and, therefore, the customer experience But understanding[...]

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debt recovery for collections with speech analytics

Goodbye Traditional QA. Hello Speech Analytics!

The New Best Practice in Quality Assurance This webcast was originally presented during a roundtable session with CRMXchange Learn more about the challenges of traditional quality assurance monitoring, and the advancements in today’s technology to include automated speech analytics[...]

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