Consumer Empathy: 5 Tips for Deepening Customer Empathy

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 […]

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Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up […]

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What is a Customer Experience Map? How to Create an Effective Customer Experience Map

A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to customer journey maps, customer experience maps go one beyond simply mapping the touchpoints, also analyzing customer behavior and customer-brand interactions across […]

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail […]

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Join Us This Summer for WebinarStock!

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! We are […]

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Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic  

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. Listening to a customer seems like a relatively simple ask, but many contact center agents are getting it wrong. Well more like, they aren’t being trained and monitored well enough to know if they are getting it wrong. Shockingly, less than a […]

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100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, motivate your team to succeed, and most importantly, to stay informed […]

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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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Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies. Whether you employ scripted language for greeting customers or closing sales or offer special guidance for agents who handle difficult customer interactions, such as agitated customers, scripts can be useful […]

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The Agent Churn Cycle: Why It Happens and How to Prevent It

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and […]

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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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3 Ways to Improve Your Call Center Monitoring Practices [Video]

Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action. By monitoring what agents say during interactions, managers can easily identify problems within their teams, maintain quality standards and compliance, improve the customer […]

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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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5 Employee Engagement Trends in 2019

Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher profits. Still, according to a report by Gallup, roughly 85% of the global workforce is disengaged at work. And when employee engagement takes a backseat, everything from office culture to […]

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