50 Debt Revenue Recovery Tips: Developing a Debt Revenue Recovery Strategy, Tools & Technology, and More

There are several reasons for clients and customers to become delinquent in their accounts. Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and prevent you from collecting revenue. In fact, billions of dollars are owed to governments, healthcare providers, utility […]

Read More

Growth of Conversational Commerce

Conversational commerce is changing the way customers interact with brands and companies. Younger generations, like millennials, look at the transition as a valuable one because it utilizes technology they rely on every day, their smartphones. Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with […]

Read More

Getting to the Root of Displeasure

As a business, you expect to hear from your customers, and you probably welcome their calls because they give you valuable insight into their perception of your company. The last thing you or your call center agents want is to continually be handling upset customers or worse, repeat callers. Managing a large number of complaints […]

Read More

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. A Definition of Hosted Call Center Software When software is hosted, it […]

Read More

7 Tips for Keeping Agents Happy

No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place. Hiring the right team can make or break any call center, but it takes more than just reviewing qualifications during the hiring process. Leadership and management teams have a responsibility to […]

Read More

Contact Center Customer Experience Best Practices

Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. As a CX leader, you also need to know which technologies will help you achieve your core […]

Read More

16 Examples of Artificial Intelligence Across 6 Industries

Artificial intelligence (AI) is about to transform every segment of our economy by bringing human intelligence into computing and allowing machines to learn from experience and make human-like decisions. AI helps businesses automate routine tasks, better understand their customers by analyzing their behavior, reduce operational costs, and personalize experiences. After discussing the overall benefits and […]

Read More

Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Many call centers utilize speech analytics solutions because it helps streamline their overall operations and better track agent performance. When you decide to invest in a solution, you trust that your data will be kept safe from hackers and cybercriminals. In most cases, you don’t think about what will happen if you choose to switch […]

Read More

Is Your Contact Centre in the Eye of the Storm?

One of the main conclusions from the recent CallMiner and IPI Contact Centre Performance Summit in London on 29th March, was that businesses need to start viewing their contact centre as a more strategic part of the organisation. After all, this is where most of the customer interactions take place. And it’s where much of […]

Read More

Are You Ready for GDPR?

Have you heard about the General Data Protection Regulation (GDPR)? If so, you’ve probably realized that it is not just one of many other data protection frameworks or requirements. GDPR is considered to be one of the most significant information security and privacy laws of our time and is the top regulatory focus of 2018, even […]

Read More

101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

Today’s consumers readily tell others when they have a negative experience with a company, meaning that brands must prioritize the customer experience to foster loyalty and satisfaction. We’ve rounded up 101 expert tips to help you leave a lasting, positive impact by creating an innovative, meaningful customer experience. 101 Customer Experience Tips: CX in the […]

Read More

A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester. Other channels are gaining ground, however, with digital channels, such as chat and email, and web-based self-service becoming increasingly utilized by consumers. Graphic via Sharpen New technologies are […]

Read More

GDPR is Just Around the Corner. Are You Ready?

European Union’s (EU) new stance on data protection is impacting call centers across the globe. The General Data Protection Regulation or GDPR was passed in 2017 with a deadline for businesses to be compliant set for May 25, 2018. The goal of the new law is to increase safety for EU citizens when it comes […]

Read More

RFPs for Speech Analytics: Asking the Right Questions

When you want to hear what your customers truly have to say, you are on the path to transforming your business. The trouble today is that customers have so much to say across so many channels that companies need a solution for transitioning from voice-only contact centers to omnichannel customer engagement models. The answer lies […]

Read More

Using Interaction Analytics to Handle Abusive Customers

Dealing with abusive customers can really affect the morale of the contact centre agents. Obviously, there is no excuse for customers being abusive but sometimes, even the mildest mannered get so frustrated that they behave in a way that they shouldn’t. However, it is the agents who need to deal with the aftermath – often […]

Read More

20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues

See How Conns leverages CallMiner to improve their Collections Operations     Read the eBook: How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance Call centers are constantly under pressure from regulatory compliance concerns. With a variety of regulations impacting call center operations across many verticals, and those regulations frequently […]

Read More

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and […]

Read More

Auto Finance Debt Collection Tips: Regulations, Outsourcing Collections, Best Practices, and More

 Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue The auto finance industry is booming, so it’s no surprise that auto finance debt collection is big business. In fact, U.S. auto loan debt grew to $1 trillion for the first time in 2015, according to […]

Read More

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operation smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory call center compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s […]

Read More

Join CallMiner at the 2018 TCPA Compliance Summit

  CallMiner will be attending the Contact Center Compliance show the 2018 TCPA Compliance Summit.  Register with early bird pricing today! 2018 TCPA COMPLIANCE SUMMIT THE TCPA LITIGATION EXPLOSION: WHAT YOU NEED TO KNOW + HOW TO PROTECT YOUR BUSINESS HYATT GAINEY RANCH RESORT – SCOTTSDALE, AZ MARCH 13, 2018 8:30AM TO 5PM TCPA COMPLIANCE SUMMIT […]

Read More