There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources, there are enough potential challenges to tackle in typical […]

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 […]

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol […]

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone […]

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth […]

CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction. Brands and marketers use CSAT scores to establish a customer’s level […]

What’s the one skill that every customer support agent should have? Ask this question to anyone who has served in customer support, and they will have customer empathy high on their list. Customer empathy – an idea that might have seemed like a lip-service or buzzword in the past, is now proving to be a […]

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 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 […]