Sponsor: CallFinder

Centris Quality Assurance Specialist, Nicole Crawford explains how automating their quality assurance (QA) process with CallFinder not only saves valuable time, but it also provides objective call scores that managers can use to give unbiased feedback and coach agents on soft skills. Learn why CallFinder is now the foundation of Centris’s quality assurance program.

CallFinder's Senior Speech Analyst, Sam Petersen, reflects on why he loves working at CallFinder and helping clients get the most out of our speech analytics solution. Watch to learn what sets CallFinder apart from the competition and how the Speech Analyst team at CallFinder exceeds client expectations while ensuring that every user understands how to use CallFinder to improve call center metrics and the customer experience.

You don’t have to be an industry expert to know that call centers are all about the customer experience. It’s what drives value to the company, determines performance, and leaves a lasting impression on your customers.

Therefore, it’s no surprise that quality assurance managers are under constant pressure to deliver positive results. And to do that, they must ensure that agents are equipped with the most valuable skill a customer service representative can have: empathic communication.

But what is empathic communication? How does it impact the customer experience? What can speech analytics do to measure and improve empathy? This eBook will answer those questions and walk you through all you need to know about.

Learn how to choose the right speech analytics solution and why CallFinder is the leading speech analytics provider in this eBook.

• Understand Speech Analytics Basics.
• Learn How Speech Analytics Improves CX.
• Learn How to Increase Sales by 30% or More.
• Learn What to Look for When Comparing Solutions.
• See What Sets CallFinder Apart from Competitors.