Gone Virtual: Recap of the CETX Conference
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled […]
Read MoreBusiness Process Outsourcing Tips & Resources
Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to […]
Read MoreRemote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents
Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time […]
Read MoreCall Center Service Levels: Calculations, Metrics, & Industry Standards
Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of […]
Read MoreTop Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations, Trends, and Best Practices
Debt collection is an in-the-trenches, no-love industry, which means that debt collections professionals often felt hung out to dry, like they have little support in the business world. But you need support. The debt collection industry is always changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under revision. Tools, […]
Read MoreWhat is Business Intelligence? Examples, Uses & More
Business intelligence (BI) stands at the intersection where big data and data science best practices meet. Modern business intelligence solutions surface actionable insights to management teams and company leaders through the use of a variety of data mining techniques as well as integrated report generating features and analytics tools. In this article we cover the […]
Read MoreCall Center Regulatory Compliance
Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process […]
Read MoreScheduling Software for Call Centers: Buying Tips & Best Practices
Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. However, call center scheduling is much more complex than most other scheduling concerns. This article describes how the […]
Read More37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. While technology such as automated scorecards, speech analytics, and other tools enable managers to monitor agent performance objectively, customer service […]
Read MoreFirst Call Resolution Ideas
Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve […]
Read MoreCall Center Statistics You Should Know
As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call centers, in particular, represent just one facet of a large and varied international […]
Read More25 Tips & Best Practices for Identifying the Best Call Center Services
Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that […]
Read MoreWhen 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 […]
Read MoreDialog 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 […]
Read MoreBPO vs. KPO Call Centers: Which Is Best For Your Call Center?
If you’re considering an outsourced call center, you might be wondering whether a BPO or KPO call center is best for your organization. In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two. BPO and KPO are two types of outsourcing that companies often employ, particularly when […]
Read More4 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 […]
Read More5 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 […]
Read MoreHear 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 […]
Read More3 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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