Exit Interview Questions for Call Center Employees

Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover, opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Read on […]

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform […]

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Call Center vs. Contact Center: What’s the Difference?

Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better […]

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Employee Experience Tips, Resources & More

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. Maximizing the value your employees derive from their […]

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2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can […]

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The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software

Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company […]

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22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience, as unhappy employees are less likely to go […]

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25 Conflict Resolution Strategies for Customer Service

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies that have effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn difficult customer interactions into opportunities to exceed expectations, influence the […]

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12 Call Center Best Practices You Need to Be Doing Right Now

As recent research shows, the U.S. call center industry is alive and well.  According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order […]

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents, monitoring call center metrics tied to agent performance, using speech analytics tools for ongoing quality monitoring, providing ongoing feedback and coaching, and more. Call center leadership has a significant impact on […]

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Business 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 […]

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Remote 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 […]

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Fraud Spreads as Does the Coronavirus: Steps to Take

As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven […]

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The Two Words on Everyone’s Minds: Business Continuity

Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being.  As we carried out our plan we thought it might be […]

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Call 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 […]

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Call 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 […]

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Scheduling 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 […]

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37 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 […]

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First 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 […]

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5 Call Center Training Best Practices

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol […]

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