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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When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

According to a survey by Sabre published in Forbes of more than 100 airline executives,  51% said lack of technology stops them from improving customer experience.  Moreover, Accenture said about the airline industry,“Both traditional and low-cost carriers need new strategies to differentiate themselves from competitors and digital (including real-time analytics) can be a key difference […]

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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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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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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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Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what managers should be doing about it. Your call center […]

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Dialog Direct Delivers Significant Sales and Process Improvement with Speech Analytics

Dialog Direct is a marketing services and customer experience solution provider that differentiates by the quality of experience it can deliver to its clients and their end customers. They represents more than 200 brands and has extensive contact center operations with well-documented procedures. Dialog Direct has an aggressive ongoing quality improvement process and wanted to […]

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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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Congratulations to the 2018 LISTEN Awards Winners

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.  The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and […]

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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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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s […]

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LISTEN 2018: Keynote Announcement and Session Voting

I am excited to once again invite you to LISTEN, CallMiner’s industry leading event for customer engagement analytics professionals, brings together top organizations acquiring intelligence from customer interactions. It will be held Tuesday, October 23 – Thursday, October 25, 2018. By popular demand, we will be returning to the beautiful Opal Sands in Clearwater Beach, Florida. This year’s theme, INTELLIGENCE REDEFINED, […]

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The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018

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