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Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]

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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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The New Significance of SIM Scores for UK Water Companies

By: Mark Lockyer, EMEA Sales Director, CallMiner With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.  Gone are the days of relying on postcode generated revenue. This change brings increased scrutiny on Service Incentive Mechanism (SIM) scores as businesses start to shop around […]

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The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny

By: Frank Sherlock, Vice President, EMEA Sales With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be driving up the cost.  This scrutiny on pricing puts even further pressure on UK energy companies to ensure they are running efficient operations and delivering the […]

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common challenges only further complicate matters for call center managers working to create an efficient, productive, […]

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

Definition of Average Handle Time 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 […]

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ROI from your investment in speech analytics? Absolutely!

While recent data show there is a growing and pronounced trend in the deployment of speech analytics to improve overall contact center performance and compliance, recent market penetration data shows that over 60% of US based contact centers have still not implemented a speech analytics solution. Organizations polled cite two main reasons for their reluctance […]

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What is Contact Center Efficiency?

Definition of Contact Center Efficiency Call center efficiency is the technical implementation of a simple necessity – supporting your customers. If your business has a call center (or even an online chat box), chances are you’re concerned about performance: How do customers interact with your call center? Are they satisfied? Or, are they running for […]

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What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […]

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What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […]

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Why You Should Add Predictive Analytics to Your CEM Toolbox

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one.  Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […]

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7 (More) Call Center Best Practices

There is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction. But, the question is: What does it take to establish a well-organized and efficient call center? Earlier this year, we brought […]

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3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […]

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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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What Are the Best Contact Center KPIs for Your Operation?

There is a laundry list of items to keep track of in your call center. However it’s important to know how to identify specific key performance indicators (KPIs) to monitor as they can directly impact the overall customer experience. The more you understand which metrics your organization will benefit from the most, the more you […]

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2015 – The Year Customer Interaction Analytics Went Mainstream

As I sit here on the 30th of December biting my nails by the “fax machine” awaiting those 20ish PO’s we need to make the quarter – I am reflecting on the year just coming to an end.   (Because if I start reflecting on the numbers we need to hit by the end of the […]

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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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