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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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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What is eDiscovery?

The detailed legal process of evidence gathering by both government authorities and licensed lawyers termed “Discovery” involves acute attention to detail and consistent documentation of research steps taken along the way. In today’s reality of widespread computing, cloud networks and an exponentially expanding ecosystem of information on the Internet, traditional ways of managing this process […]

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22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call […]

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Termination Letter Examples for Call Centers & Customer Service Pros

Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Similarly, formally ending existing contractual relationships with vendors your business no longer requires can prove to […]

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24 Marketers, CX Experts & Analytics Pros Reveal the Most Creative Uses of Predictive Analytics to Improve the Customer Experience

According to Struto, it costs six to seven times more to acquire a new customer than it does to retain an existing customer. With growing awareness of the value of customer retention, more companies are shifting their focus from new customer acquisition to strategies that foster customer loyalty and retention. One of the most effective […]

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What is Customer Value?

Customer value is the phenomenon that keeps companies from teetering over the brink of bankruptcy and instead, maintaining long-term relationships with existing customers and earning repeat business by providing an excellent customer experience. Customer value comes down to identifying what matters most to customers and delivering it, but this is often easier said than done. […]

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What Are Customer Analytics?

Companies looking to approach the marketplace from a position of preparedness aim to align their offerings with consumers’ collective desires. Doing so requires that those in charge either consult a crystal ball or implement a precise customer analytics strategy. Customer analytics bridge the wide gap between a business’s assumptions and their target demographic’s actual preferences. […]

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Exit Interview Questions for Call Center Employees

Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover, opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Read on […]

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Machine Learning Algorithms: A Tour of ML Algorithms & Applications

The revolutionary potential for machine learning to shift growth strategies in the business world is tough to overstate. As new projects have gained notoriety through their use of this emerging technology, its many strengths and uses have become self-evident. For more information on the uses of AI in business development, download our white paper, How […]

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What is Text Analytics?

Hidden in plain sight, valuable insights into consumer perspectives, product performance and other invaluable findings lie in wait for companies to discover. The catch – this information is largely unstructured, at least by business intelligence standards, making it difficult to organize and interpret. This is precisely where sophisticated text analytics solutions come into play. Text […]

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform […]

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