The growth of the Internet and e-commerce over the last 10 years has transformed the retail industry, including mail order and catalog businesses. Location is no longer important, but communication with the customer remains critical — in fact, customer service tools are of paramount importance in order for a business to maintain success and growth. Since mail order and catalog transactions can now be completed over the phone or online rather than face-to-face at a local store, the competition is just a mouse click away.CallFinder speech analytics and contact center monitoring software helps mail order and catalog businesses monitor call quality to improve call handling procedures. Through simple call quality monitoring, you can track customer service and sales agent performance for workforce improvements, customer service analysis and to identify professional sales training needs. With CallFinder speech analytics, your mail-order business can search call recordings to gather critical business intelligence related to your marketing programs, and even capture competitor contact center technology trends in the market to reveal how they might be promoting themselves and their products.