3 Reasons Why Agent Empathy Makes for Happier Customers

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. When asked about their emotional state before making a call to a call centre, the top response by almost half of consumers (46%) is that they just want someone to listen to them – in other words show empathy! Listening to a […]

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4 Ways To Use Call Recordings for Better Contact Center Performance

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting […]

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Your Questions on Call Center Agent Engagement Answered

Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall company goals. In a recent webinar nGuvu’s Pascal Leclerc on the top 10 employee engagement trends of 2019, we discussed […]

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Gamification and Analytics Drive Better Agent Engagement and Performance

Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective way to encourage successful behaviors with the right incentives to measure, monitor, and promote the KPI’s vital to your contact center’s and company’s success. In a […]

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7 Things Contact Center Agents Know To Be Happy In Their Job

Being a contact center agent or advisor can be a very fulfilling job when you’ve solved a problem for a customer and sent them away happy.  But not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service. So, what do potential agent […]

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10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

This Valentine’s Day you should show your call center employees how much you appreciate all the work they do. Their job is not an easy one. But through technology, training and supportive management, employee engagement can thrive, which leads to a better customer experience and better business results! See below 10 blogs featuring a variety […]

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How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if customer engagement rates plummet, managers are bereft, left wondering what went wrong. Was it you, the customer, or was it the contact center? For […]

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Does Average Handle Time (AHT) Really Matter?

I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at measuring customer experience (CX). And not just CX, but using it to measure effective customer journey maps, NPS, CSAT, […]

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5 (More) Contact Center Employee Engagement Trends in 2019

A new year isn’t just a good time to make personal resolutions—it’s also a great opportunity for businesses to take stock of what’s working, what isn’t, and seek out solutions that get them to their business goals. And, if you’re a contact center in 2019, chances are focusing on employee engagement is one of your […]

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Top 10 Gamification Blogs

Gamification is a popular strategy that contact centers use to improve employee performance as well as business results. Many contact centers have experienced increased revenues, higher sales, better collections close rates, improved compliance, a stronger employee onboarding process, and decreased employee turnover. By using gamification strategies, call centers create a better culture. For gamification to […]

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Collection Success Stories in the Contact Center: Part 2

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest. One error by an agent can cost you thousands of dollars in fines and cost you the time investment in training your agent. Many contact centers are relying […]

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CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction and Alerting

At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call as it is occurring, or alerting management of critical risk or customer experience issues. “Real-time alerting is a crucial tool for […]

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Cabot and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards

We are excited to announce that last week CallMiner and Cabot Credit Management  (Cabot)  won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018 presented by Credit, Collections and Risk Magazine in London. The Credit Excellence Awards recognize organizations that work in a way that is likely to inspire others in the […]

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Speech Analytics Is A Crime Fighting Agent!

Fraud continues to be a significant problem for businesses around the world. As measures  to combat mail and Internet fraud increase, criminals are moving their attempts to contact centers. Too often contact center agents aren’t even aware that a potential fraudster is on the phone, making it impossible to prevent. It becomes even more challenging […]

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4 Measurements of CX Success in the Outsourced Contact Center

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of […]

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Keep Your Call Center At-Home Agents Engaged

Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they […]

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Leveraging Best Practices to Empower Your Agent Workforce

When a customer contacts your call center, they expect answers to their questions and solutions for their problems. They don’t expect to find themselves on hold for a long time or talking to an agent not equipped to answer their questions. In a world where customer experience is more important than ever, call centers must […]

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Deliver Performance Scores Directly to Your Agents

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time, and  first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being. […]

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10 Tips to Improve Contact Center Agent Performance

Contact centers rely on agents to deliver a lasting customer experiences and exceptional customer service with every interaction. Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue. Some contact centers focus solely on quantity and measure success by the number of calls managed in a particular […]

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6 Ways to Reduce Call-backs with the Right Language

A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers. It also measures how satisfied customers are with […]

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