BURLINGTON, VT (PRWEB) October 16, 2013
CallFinder, a provider of cloud-based call recording and speech analytics services, today announced free resources are available to businesses of all sizes to address capturing Voice of the Customer analytics, which will assist in developing customer experience programs.
CallFinder is making their suite of free white papers available to guide businesses in using cloud-based call recording and speech analytics technology, also known as audio mining, to help them identify why customers call their business, what makes them satisfied, and what causes dissatisfaction.
“Our customers, like many businesses, are continually monitoring, evaluating and making improvements to the customer experience they deliver. Having resources to help guide them through the process of planning, developing and executing a system to gain these analytics and then turn the information into actionable programs is one of our goals of providing additional avenues of support to our customers,” says Laura Noonan, vice president of marketing at CallFinder.
Improving the customer experience is a trending topic for businesses today, with research* showing that two-thirds of consumers would be willing to spend approximately 13 percent more money with a company following an excellent customer service experience. In comparison, 55 percent of customers would cease buying from a company that provides poor customer service.
“The publication of these resources will continue to help businesses aggregate knowledge on implementing speech analytics technology into their workplace, and give them the guidance they need to continue improving operations, and as such, improving the experience they deliver to their customers,” says Noonan.
CallFinder’s free resources are available for download at http://www.mycallfinder.com/resources/white-papers/ and include the following topics:
- Using Cloud-based Speech Analytics to Gain Insight into the Customer Experience and Improve Agent Performance
- Beyond Call Recording and Quality Assurance: How Businesses are Using Speech Analytics to Close Critical Knowledge Gaps
- Capture the Customer Experience with Web-based Solutions to Record, Search, and Analyze Conversations Between Customers and Agents
- 7 Business Challenges You Can Overcome by Recording and Monitoring Customer Conversations
CallFinder is an affordable and flexible call recording and speech analytics solution that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively, and gather critical business intelligence. This powerful service finds specific spoken phrases within call recordings in real time, and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness, script compliance, dispute resolution, and more. The CallFinder management team collectively has over 140 years of experience in the telecommunications industry, ranging from telecom operations, technical hardware and application development, regulatory compliance, and the sales and marketing of telecommunications software and products. CallFinder is powered by 800response. Founded in 1990, 800response is a leading provider of telecommunications solutions and web-based marketing technology tools including sophisticated call routing platforms, real-time call tracking, and toll-free vanity 800 number service. For more information, visit http://www.mycallfinder.com, or call 1-800-639-1700.
*The 2012 American Express Global Customer Service Barometer
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