5 Reasons Speech Analytics Is Critical in Call Center Collections

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments while maintaining quality service and strict compliance. Add to that complexity an increasingly strict regulatory environment and you’re left with collections firms under pressure to make sweeping and costly changes in order to remain competitive in […]

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3 Best Practices for First Call Resolution

Today’s competitive consumer marketplace demands that customer-facing companies adopt strategies to foster meaningful interactions with customers.  It’s no longer enough to provide good customer service – organizations need to constantly be thinking about now to build and maintain customer relationships to drive customer loyalty and retention. Forrester’s latest “State of Loyalty Strategies” report, in fact, […]

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Call Center Phone Scripts: Are They a Thing of the Past?

It should come as no surprise that customer service has a significant impact on customer loyalty. Companies are 14 times more likely to sell to an existing happy customer than to a new customer. What’s more, the vast majority of customers (97%) consider customer service to be very important in their choice of and loyalty […]

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5 Ways Speech Analytics Helps Improve the Patient Experience

If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […]

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How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer? Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe you tweeted at a company to get a quick response to a problem or question and got […]

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3 Reasons Every Call Center Needs an Agent Performance Dashboard

There is no denying that customer service representatives are the lifeblood of the call center. Not only are they on the front lines interacting directly with customers, but they also have the ability to positively (or negatively) impact the customer experience. So what’s the best way to drive agent performance improvements and ensure that customers […]

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Ask the Experts: What Are Your First Call Resolution Best Practices?

Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […]

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5 Call Center Agent Performance Metrics You Need Right Now

Figures show there is a lack of performance metrics established in the call center.  More than half (59%) of UK businesses can’t, for example, create reports on tracking customer service agents, contact center sales, and support team performance. Without proper performance metrics in place, contact centers miss out valuable opportunities to drive customer service excellence […]

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Webinar: How Your Analysts Can Get More Actionable Insights from Interaction (Speech) Analytics

This month’s webinar, to be held on March 24 at 1:00 PM EST, will discuss “A Day in the Life of an Interaction Analytics Analyst.” Congratulations, your organization has made (or is considering making) the wise investment in automated interaction analytics to help support agent performance, compliance and optimal contact outcomes.  Now, how do your […]

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What Are the Benefits of Workforce Optimization in the Call Center?

By definition, workforce optimization (WFO) is “a program suite that combines recording, quality management, and other call center technologies into one console to oversee call center performance. A WFO suite typically includes tools for workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, surveying and speech analytics.” There’s a lot of information contained […]

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What’s the Best Way to Manage and Empower Call Center Agents?

In the call center environment, there’s no one-size-fits-all approach to managing agent performance. Best practices will vary from agent to agent and organization to organization, but one thing is for certain: Proactively and consistently managing agent performance is critical to delivering superior customer service and a positive customer experience overall. Donna Fluss notes that improving […]

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Upcoming CallMiner Webinar: How to Accelerate Performance, Motivate and Retain Quality Agents with Automated Analytics

CallMiner hosts monthly webinars with the aim of sharing topical, relevant information for the contact center industry – as well as providing best practices and results from multiple organizations and industries that have used customer interaction analytics programs within their own contact center. This month’s webinar, to be held on December 17 at 1:00 PM […]

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5 Tips on How to Improve Customer Engagement in the Contact Center

Let’s face it: Competition is fierce in today’s customer-centric marketplace. Businesses that prioritize the customer experience stand to reap the rewards: improved customer retention and loyalty, positive word-of-mouth marketing, increased company revenues, etc. Companies that don’t may find they’re losing business to their competitors. To shed light on how organizations can optimize customer experiences across […]

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Hear from the Experts: Real-World Successes with Interaction Analytics

The CallMiner monthly webinar series presents best practices in applying interaction analytics to address business objectives. Presenters are users of interaction analytics solutions and experts on various topics related to call center performance and compliance. Check out some of our more recent webinars. How to Use Automated Analytics to Reward Agent Compliance & Performance Join […]

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In Light of the FCC Declaratory Ruling, How Can Contact Centers Ensure Compliance?

On Friday, July 10, the Federal Communications Commission (FCC) issued a highly anticipated Declaratory Ruling on the Telephone Consumer Protection Act (TCPA). Included in the Ruling are certain provisions to protect consumer rights on consent to call: for example, clarification that consumers can revoke consent to receive calls in any reasonable manner without businesses limiting […]

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Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities

Of the many challenges that exist in the call center environment, agent engagement and retention is often one of the most difficult to overcome. Statistics, in fact, show call centers replace 26% of their front-line agents annually, which can have a significant impact on both workplace morale and overall business. “A high turnover not only […]

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How Speech Analytics Software Can Benefit Business Areas Across the Enterprise

With the proliferation of customer communications channels (voice, email, live chat, social media, etc.), contact centers often find they’re swimming in customer data. The question then becomes: How do companies use all of that data to provide the type of experience that customers are looking to have? Speech analytics is one solution. A video recently […]

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3 Ways Outsourced Call Centers Can Improve the Hiring and Onboarding Process

In today’s rapidly evolving digital landscape, it’s not uncommon for companies to outsource customer-related services such as contact center solutions to a third-party provider. In fact, research from ContactBabel shows that 38% of UK organizations rely solely on virtualized contact centers; nearly half (46%) of medium-sized organizations in particular use virtualized contact centers. With the […]

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The Hidden Value of Quality Data

Everyone has a quality management process in their contact center. Good or bad, you are measuring the quality of your employees work in some way. Maybe a checklist for compliance items, maybe it’s a detailed quality form that measures soft skills and product knowledge. You may even have a formal documented process for how many […]

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Notes from the CEO: It’s all about the Benjamins

Now that customer analytics is becoming a mainstream customer experience management system – particularly when it includes the actual voice of the customer using Speech Analytics – the enterprise should reasonably expect to MAKE REAL MONEY using this cutting edge technology. Although the surge in compliance related demand has helped this category, no organization should settle […]

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