There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what managers should be doing about it. Your call center […]

As many modern jobs grow in complexity, coping with a rapidly scaling economy and a significant shortage of trained talent, numerous companies have taken to using software and other technology solutions more fervently to keep productivity levels consistent. The current stock of technology available to businesses, from sophisticated business intelligence software to artificial intelligence, speech […]

As businesses work to deliver ever-greater service quality to their customers, new technologies continue to grow and develop to better accommodate their efforts. Voice of the Customer (VoC) tools are a powerful category of such offerings designed to help companies make sense of the feedback they regularly receive. Although business practices in the digital age […]

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call centers, in particular, represent just one facet of a large and varied international […]

Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. Although employees are not typically direct consumers of their company’s products and services, they affect its bottom line as creators of its offerings and market […]

Customer engagement plays a pivotal role in every business’s operations, and as such, it is a hot topic in today’s customer experience discourse. Heightening customer engagement involves tailoring your company’s services and products to more effectively fit the needs of your client base. To do this, it helps to have a good idea of where […]

Sentiment – it’s more than a nine-letter word for a thought backed by passion or feeling; it’s also a leading cause of crises in consumer relations. Sentiment as it pertains to your customers describes the perception they have of your business and its practices, as well as its various offerings. Positive sentiment towards your brand […]

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to […]

The date has been fixed, the venue chosen, and the preparations are underway!! February 25th and 26th will find us hosting the 1st leg of the LISTEN World Tour at 8 Fenchurch, London for our customers, prospects, partners and industry watchers. The inaugural London LISTEN 2019 event was a huge success, featuring full house attendance, […]

Working as a call center agent requires several soft skills to see the best results. Call centers are responsible for much more than mere issue resolution. These organizations serve as the remote faces of the companies they represent, directly interacting with clients in one-on-one personal interactions. Should a call center representative leave a customer with […]

Encouraging your workforce to share their innermost concerns and ideas about your company can be particularly tricky. However, there is a lot to be said for asking the right questions. Surveying your employees for valuable feedback involves approaching them with some understanding of both their interests and their current responsibilities within your organization. With this […]

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data. However, the exact tools and […]

It’s hard to believe after all the planning and hard work by so many people here at CallMiner that “LISTEN 2019 Velocity to Vision” at Margaritaville Resort in Hollywood FL is finally “in the books.” This year’s annual user conference for customer engagement professionals was the largest yet with 413 attending the event, a whopping […]

Arbitration between companies and consumers as an alternative form of conflict resolution often works as a strategic option for the company in question, affording it the opportunity to minimize costs and simplify the process of appeasing upset clientele. Due to the tendency that many companies demonstrate for negotiating through arbitration, as opposed to using the […]

Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy. The information many people provide on their resumes has become more and more inaccurate as […]

Data mining is one of the most insight-giving and potentially the most powerful tool businesses can harness in the modern economy. The ability to recognize patterns comes with a myriad of benefits including: Better Marketing and Sales: Proper data mining provides insights that can help in creating the content and materials that will be necessary […]

In our recent webinar we talked about How to Gamify Your Contact Centre and Motivate Advisors. But before you get into the depths of planning your gamification strategy, there are three deadly sins every contact centre needs to avoid. Not having complete clarity about the behaviour to encourage, and proof of why things need to […]

Gauging a customer’s overall satisfaction with your services and products can help you optimize for a better customer experience and better overall market performance. However, getting to know just what your customers think about your brand can be a tough task to take on. Customer satisfaction surveys serve this purpose well, encouraging your client base […]

Presenting your customers with a functional resource that they can turn to if they encounter any difficulties in using your products or services is no small feat. Often enough, providing such a service requires a significant investment in personnel, training, and maintenance, not to mention ongoing management and the software needed to support the process. […]

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover […]