25 Call Center Technology Trends to Watch in 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work, system-wide stressors and important shifts in customer experience and service expectations among consumers. It’s critical that organizations […]

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Understanding and Leveraging Voice of the Customer

Understanding what your customers are thinking before, during and after their interactions with your brand can completely change the way you do business. Successful companies all over the world understand the value in learning more about their customers’ needs and interests – that’s because satisfying those needs and interests is a competitive differentiator and business […]

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20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers […]

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25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

Compliance for contact centers, especially those in highly regulated industries and sectors, is incredibly important. Without adhering to established regulations, both domestic and international, even functionally sound contact centers are at risk of fines and penalties or even closure. Yet, despite the importance of keeping a call center compliant, chief compliance officers (CCOs) often face […]

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International Contact Centre Operations Tips & Best Practices

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. International contact centres face many of the same obstacles as domestic contact centres, but they must also overcome language and location-related barriers to function properly. With the added burden of soaring industry-wide turnover […]

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25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

Today’s consumers interact with brands across multiple channels, from websites to brick-and-mortar stores, social media, chatbots, call centers, and more. The challenge for companies is delivering a consistent, contextual experience at every touchpoint and across every channel throughout the customer journey. That’s where omnichannel technology comes in. By leveraging omnichannel technology, companies can aggregate data […]

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What is Customer Vulnerability?

Vulnerability is a driving factor behind many human interactions, and business dealings are no exception. The unique circumstances brought about by the unprecedented COVID-19 worldwide pandemic have resulted in a significant increase in the number of customers who are experiencing crisis and vulnerability. As such, it’s more important than ever for organizations to develop strategies […]

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25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

More companies are turning to customer self-service options to streamline service efforts and reduce demands on customer support. Seven out of ten customers (70%) expect company websites to have self-service applications and 40% prefer self-service over human contact – so companies that aren’t adopting these solutions, including knowledge bases, FAQs and chatbots, risk falling behind. […]

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The State of Remote Workforce Compliance

Compliance with local and international regulations has never been a simple task for organizations to manage. In an increasingly connected global market, this complicated aspect of business has only grown more complex. With the sudden push for remote work, business leaders must adapt the inherent complexities of the legal and regulatory compliance process to a […]

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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is […]

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25 Indicators of Fraud on Inbound Calls

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively […]

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25 Examples of Contact Center Interactions & Judgments That AI Will Never Be Able to Make

The prevalence of artificial intelligence (AI) in service-based businesses is growing. Thanks to AI’s ability to rapidly contextualize information via vast stores of data and adaptive reasoning, it’s no surprise that its use alongside traditional business approaches has skyrocketed. Take call centers and contact centers, for example – they have begun incorporating AI tool sets […]

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The Reviews Are In! CallMiner Delivers Across Speech Analytics, Contact Center Ops and Quality of Support

Read more CallMiner reviews here. One of the strongest endorsements of CallMiner and our Eureka platform is customer recommendations – so when our customers are happy with the solution and they choose to share that publicly, we feel like we’ve hit the jackpot. As a company that’s driven by helping organizations create the best customer […]

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24 AI Professionals & Ethics Experts Reveal the Most Overlooked Obstacles for Companies When It Comes to AI Ethics/AI Bias (and How to Overcome Them)

The subject of ethics and bias in AI systems is widely discussed, especially as more practical applications for AI are discovered and implemented across all industries. AI systems are already heavily relied on in some critical decision-making processes, such as loan eligibility, hiring and recruiting, and more. And AI is used to detect potential fraud […]

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Outbound Call Center Tips & Best Practices

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. Outbound call centers thrive only when agents can place […]

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21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the […]

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The Fusing of AI & Automation with Human Judgment in Call Center Success

Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field. The emergence of machine learning technology has played a major role in improving organizational efficiency in a variety of ways. Artificial Intelligence (AI) offers up a wealth of productivity-enhancing features fit for use […]

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What is Customer Feedback Management (CFM)?

As businesses take on new challenges in the marketplace and face off against staunch competition, the importance of choosing their strategies wisely becomes more obvious. Missteps that alienate customers or otherwise displease them can contribute to a company losing valuable market share, expending excessive capital on plans that do not pan out and watching profits […]

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Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled […]

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Emotions List: A List of Emotions & How to Identify Them

In the fast-paced call center environment, it pays to teach agents how to assess emotions in themselves and those with whom they interact. Emotions decorate all our everyday interactions. Learning to identify emotions as they arise in both ourselves and others can have immensely positive effects on our ability to cooperate and engage with others […]

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