Which is the best way to go Let’s compare the two tactics and you can decide Customer Feedback Surveys I mean the kind of surveys when you are on a call with a contact center, asking questions about your account, and once your issues are resolved, you’re asked by the agent if you'd[...]
Quality assurance within a call/contact center is easily monitored and measured simply by recording customer calls (which most call/contact centers do already) and mining the audio files for keywords and phrases using a speech analytics solution This affordable technology will quickly scan all[...]
Capturing Business Insights with Call Monitoring, Speech Analytics
The ability to attain reliable business intelligence allows for a company to increase profit and reduce As many different types of methods for collecting business intelligence are offered, it is important to decide which type is best for your firm Call monitoring systems have come a long way and[...]
Monitoring Quality Assurance with a Speech Analytics Solution
Monitoring calls for quality assurance is being put into practice within businesses of all sizes and industries The practice of recording calls and then scanning them for keywords and phrases is increasingly important to measure agent performance, customer satisfaction, the customer experience,[...]
Improve The Customer Experience With Call Tracking
Customers value service When they are treated well by a company, they are likely to come back to that company to do business with them again in the future That is why the customer experience should be valued above just about anything else One way to help improve the experience that customers have[...]
Call Monitoring Is A Great Way To Maintain Employee Accountability
Employees sometimes have to be monitored in order to ensure that they are following standard operating procedures, and providing quality customer service to ensure a great customer experience Although all business owners like to think that they hire only the best employees, it is never something[...]
Call Analysis for Tone of Voice: Analyze the Customer and the Agent
Call analysis has become a popular method for businesses in determining how customer service over the phone is conducted and how it can improve Here at CallFinder, we’ve invented a call recording and speech analytics software that manages to thoroughly analyze those conversations for the best[...]
Benefits of Using Cloud-based Speech Analytics Technology to Mine Calls
If you’re researching a new speech analytics / audio mining solution, there are several delivery methods to consider; cloud-based and software with hardware technologies Software with hardware solutions require a lot of manual management to implement and maintain, along with considerable[...]
Phone Sales, Customer Service Training is Easier with Call Recording
Business has changed in many ways over the years, and it changes rapidly at times One thing that hasn’t changed, however, is the value and importance of excellent customer service If anything, it could be argued that the importance of high customer satisfaction ratings is even larger than[...]