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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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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5 Benefits Of An API Integration In Your Contact Center  

Business needs are constantly evolving, forcing many contact centers to review their interaction analytics resources to determine if they are acquiring the insight needed to optimize performance.  When it’s time to embark on the journey to implement new technology in your contact center to address a changing environment, there are many questions you, and your […]

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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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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 […]

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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 […]

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Call Center Training Tips: 51 Expert Tips on Training Technology, Agent Onboarding, Ongoing Training & Coaching, and More

Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives. From training technologies to effective […]

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