Contact Center Operations

Nine call center initiatives to consider

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center effici...

101 customer service stats you need to know

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.

Research Lab

Our AI and research experts give you an inside look at our platform

Learn the latest from our team of researchers and data scientists as they break new ground in the area of conversation analytics

Can data help assess customer vulnerability and affordability? Yes. Here’s why

Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify...

23 experts share their favorite call center ideas

We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, p...

Using customer journey mapping to improve CX

Deeply understanding customers is key to success. By leveraging customer journey maps, your company can keep up with its customers' evolving needs and...

Buying Guide: How to select the best call center management software

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best softwa...

Three tips for delivering great omnichannel customer service

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

What is conversational intelligence?

Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what ...

25 tips for optimizing your contact center's QA practices

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...

The ultimate guide to sentiment and emotion analysis

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights...

Forrester study highlights the value of customer intelligence

Discover why Forrester Consulting examined the latest trends in customer intelligence.

What is conversation analytics?

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this po...

How to improve the customer journey

It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your ...

25 Call Center Technology Trends to Watch in 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology.

25 Things Chief Compliance Officers Want Every Contact Center Agent to Know

See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.

International Contact Centre Operations Tips & Best Practices

Learn how international contact centres can approach agent management optimisation, procedural improvements and more.

7 Important Call Center Skills Every Agent Should Have

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should posses...

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

The State of Remote Workforce Compliance

Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Here are the top mistakes made by call center agents that frustrate customers and impact customer experience.

100 Call Center Management Tips: Expert Insights & Advice for Hiring & Training Call Center Agents

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor

25 Indicators of Fraud on Inbound Calls

Here are 25 indicators of fraud on inbound calls in call centers.

25 Examples of Contact Center Interactions & Judgments That AI Will Never Be Able to Make

This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.

The Reviews Are In! CallMiner Delivers Across Speech Analytics, Contact Center Ops and Quality of Support

Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.

Outbound Call Center Tips & Best Practices

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations.

The Fusing of AI & Automation with Human Judgment in Call Center Success

See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they se...

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

Termination Letter Examples for Call Centers & Customer Service Pros

This article will go over a few key elements of a well-drafted termination and touch on the primary types of termination letters that exist.

5 Benefits Of An API Integration In Your Contact Center

Contact centers often utilize APIs to create an agent dashboard that combines sales and service information in one central location, introducing gamif...

10 Omnichannel Customer Service Best Practice Tips

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflec...

Exit Interview Questions for Call Center Employees

These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact cen...

Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.

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

Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.

21 Marketers, Analytics Pros & Business Leaders Reveal the Most Creative Uses of Predictive Analytics in the Call Center

We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.

25 Surefire Ways to Improve Customer Satisfaction

What are some ways companies can drive customer satisfaction in today’s consumer-centric landscape? Here’s our curated list of 25 tactics.

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

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

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

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

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

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting ti...

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

A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee.

25 Conflict Resolution Strategies for Customer Service

Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.

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

What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.

Business Process Outsourcing Tips & Resources

This article help round up best tips and resources on the Business Process Outsourcing (BPO) from 25 different experts.

Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou...

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

Remote Call Centers: Tools,Tips & Best Practices for Remote Contact Center Managers & Agents

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

Call Center Service Levels: Calculations, Metrics, & Industry Standards

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

Call Center Regulatory Compliance

Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.

Scheduling Software for Call Centers: Buying Tips & Best Practices

This article describes how contact center scheduling can be simplified with software and what you can do get the best solution for your organization.

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.

First Call Resolution Ideas

Here are some tips and ideas that you can implement today to directly improve the first call resolution rate in your contact center.

LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.

9 Call Center Environment Best Practices

Here are 9 best practices you can implement right now in order to keep your call center environment both welcoming and productive.

Operational Challenges in the Call Center Industry

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

5 Call Center Training Best Practices

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Call Center Floor Rules

To ensure your contact Center agents keep up their great work, take a look at these call center floor rules and guidelines.

Call Center Metrics Best Practices

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and mo...

Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

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 man...

Call Center Statistics You Should Know

Here 25 interesting call center statistics that may prove helpful in deciding whether the use of one for your own business's strategy is appropriate.

What is Employee Experience? Definition & Best Practices

There is no single perfect approach to improving the employee experience. Here are some best practices for creating an ideal experience within your co...

Sentiment Analysis Tools Buying Guide

Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the proc...

Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

25 Employee Satisfaction Survey Questions You Need to Ask

This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team me...

Call Center Metrics: Examples, Tips & Best Practices

These tips provide valuable insight into choosing and using call center metrics more effectively to condense performance data into actionable insights.

VOE Definition: What is a Verification of Employment (VOE)?

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Empl...

The 3 Deadly Sins of Gamifying in the Contact Centre

Before you plan your contact centre gamification strategy, here are 3 deadly sins you need to avoid.

What is Call Center Outsourcing?

Call Center Outsourcing allows a business to offer its customers services it otherwise would not be financially well-positioned enough to offer.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer chur...

Women in Analytics Networking Event: A LISTEN 2019 Production

Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019.

25 Tips & Best Practices for Identifying the Best Call Center Services

These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.

CallMiner Infographic: What The %!#* Is Going On

Use of profanity by customers in the contact center is on the rise and that’s bad for business.

Anatomy of a Successful Call Center Agent: 25 Tips & Characteristics

The most successful call center representatives share some important characteristics. These expert tips and quotes cover the most valuable characteris...

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

A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired w...

Join Us at UK Customer Forum

We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base.

What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit y...

Partnership News: DataRobot and CallMiner to Accelerate AI Capabilities

CallMiner has announced a partnership with DataRobot designed to accelerate AI capabilities within the contact and customer experience center.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s nee...

What is a Customer Experience Map? How to Create an Effective Customer Experience Map

Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.

For Better Customer Experience,Take a Closer Look at Context in Your Contact Center

Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.

See You at Customer Contact Week in Las Vegas

CallMiner is excited to return to CCW as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging in...

When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.

3 Reasons Why Agent Empathy Makes for Happier Customers

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a probl...

Find Out Why Customers Engage Through the Science of Conversation

By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond...

The Agent Churn Cycle: Why It Happens and How to Prevent It

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

4 Ways To Use Call Recordings for Better Contact Center Performance

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

Your Questions on Call Center Agent Engagement Answered

Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall c...

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

Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in t...

What is Sentiment Analysis? Examples, Best Practices, & More

When utilizing the right technology tools and applying it to key business drivers, sentiment analysis is a powerful tool for steering companies to suc...

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

The Do’s and Don’ts of Customer Engagement Analytics from CCW

Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business str...

Ask the Expert: 6 Questions About AI in the Contact Center

CallMiner's VP of AI Rick Britt and Senior Data Scientist Yang Liu answered questions from their user community on a variety of topics on artificial i...

CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the t...

Gamification and Analytics Drive Better Agent Engagement and Performance

Using analytics and gamification is an effective way to encourage successful agent engagement with the right incentives to measure, monitor, and promo...

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

CX Analytics Summit London Was a Jolly Good Time

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

How Trends Are Changing With Unified Communications

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b...

See CallMiner At Enterprise Connect 2019!

Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology...

The Call Center Can Be a Thin Line Between Love and Hate

Read three things I think your call center could do to drive higher levels of customer satisfaction.

7 Things Contact Center Agents Know To Be Happy In Their Job

Not every contact center is set up to make it easy to be a true problem solver and provider of excellent customer service.

10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a bette...

How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customer...

3 Ways to Improve Your Call Center Monitoring Practices [Video]

Learn 3 ways how you can improve your call center monitoring practices through call analysis and agent feedback. Including Analyze video!

Does Average Handle Time (AHT) Really Matter?

A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer e...

5 (More) Contact Center Employee Engagement Trends in 2019

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends ...

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 ...

3 Voice and Text Analytics Questions Answered from ROI Webinar

3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve a...

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel pref...

190 Billion Reasons Why You Should Find the Root Causes of Complaints

I was fascinated by a recent story about the cost of complaints. I believe technology, particularly speech analytics can help in three ways.

Top 10 Gamification Blogs

Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read o...

How Listening to Customer Impacts Your Bottom Line

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. B...

Stop Avoidable Customer Churn With Great Agent Behavior

The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to swit...

Collection Success Stories in the Contact Center: Part 2

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent ...

CallMiner Eureka Alert Provides Next Generation Automated Monitoring, Redaction, and Alerting

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and superviso...

5 Ways to Define What Enterprise-Ready Means for Speech Analytics

There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organiza...

Not Valuing Customers Leads to $136 Billion Switching Epidemic

The report titled the CallMiner Index features survey responses from US adults who had contacted a supplier's contact center in the last five years le...

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to...

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

BPO vs. KPO Call Centers: Which Is Best For Your Call Center?

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics ...

Collections Success Stories in the Contact Center [Video]

We are happy to share three video success stories from customer's that utilized speech analytics and automated scoring to achieve their overall goals.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consisten...

New research gives you 25 billion reasons to understand why customers say goodbye

CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least...

4 Measurements of CX Success in the Outsourced Contact Center

Do you use outsourced contact centers? These 4 vital measurements can help evaluate the effectiveness of BPO processes and agent performance.

Keep Your Call Center At-Home Agents Engaged

It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engage...

LISTEN 2018: Keynote Announcement and Session Voting

The LISTEN event features CallMiner Eureka users and industry gurus in over 40 sessions split into separate tracks for executives, business program ow...

Leveraging Best Practices to Empower Your Agent Workforcef

In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touc...

Deliver Performance Scores Directly to Your Agents

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

10 Tips to Improve Contact Center Contact Center Operations

Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.

Analyze Customer Churn with Speech Analytics

Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn r...

Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre

Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a...

6 Ways to Reduce Call-backs with the Right Language

First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during c...

Do you know how to turn your contact centre from a cost to profit centre?

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or ...

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.

Contact Center Customer Experience Best Practices

This post will help you zero-in on those technologies and best practices proven to produce Customer Experience results.

Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these ...

A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer serv...

Join Industry Leaders for the CallMiner CX Intelligence Summit

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer i...

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and call center compliance issues can arise. But...

21 Call Center Leaders Reveal What’s Keeping Call Center Managers Up at Night

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operat...

5 Keys to PCI Compliance in the Call Center

How can call centers remain PCI compliant and instill customer confidence that data is being protected? Here are 5 key ways:

Combatting the Surge in UK Energy Switching

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

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...

What Is Escalation/Incident Management? Prevention, Challenges, and How Real-Time Monitoring Can Help

Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ call...

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

Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that c...

What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

How to Measure & Improve Call Center Average Speed of Answer

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resol...

The New Significance of SIM Scores for UK Water Companies

With the introduction of the Open Water initiative in April 2017, UK water suppliers are facing new competition for business customers.

Streamlining Contact Center Processes for More Effective Use of Human Resources

Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.

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

With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be dri...

The Most Important Algorithms for Marketing Data Analysts to Understand

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day

How to Reduce Call Center Dead Air Space

What happens when a customer contacts your business expecting answers and the only thing they hear is silence?

Call Center Training Best Practices

As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve.

ROI from your investment in speech analytics? Absolutely!

While there is no “easy button” to deploy speech analytics, contact center stakeholders should absolutely expect a return on investment when the syste...

What is Contact Center Efficiency?

there are two factors that consistently have a major impact on customer satisfaction, and therefore on your overall efficiency: talk time and handle t...

One Concept that Improves All Your Customer Service Interactions

Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.

Identifying the Top Call Center KPIs & Metrics for Your Business

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.

Are you ready to deliver next generation customer experience through an Omnichannel Contact Centre?

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

Improve First Call Resolution Rate Beyond the Industry Standard

Call center managers are constantly looking for metrics to improve their agents' performance. First call resolution has come front and center in that ...

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

Voice analytics are the use of a voice recognition tool to analyze a spoken conversation. Not only does voice analytics software translate speech to t...

Restructuring Your Talent Strategy Through Workforce Planning

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements.

NLP, AI & Speech Analytics in the Contact Center

Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.

Multi-Tasking & Active Listening for Call Center Agents

In addition, speech analytics software can help managers understand and measure their agents' empathy.

Leveraging Natural Language Processing To Its Fullest

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

Call Center Ideal Call Flow Scripts: Helping or Hurting?

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

What is Interactive Voice Response (IVR)?

Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staf...

CallMiner’s Brian LaRoche Talks Customer Engagement Analytics

Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.

What is Mini-Miranda?

Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

“The only way to do great work is to love what you do.” Steve Jobs

One can argue about the reasons why it is important, however what is ultimately an indisputable net result of employee unhappiness is disengaged emplo...

7 Tips for Providing Exceptional Customer Experiences

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read mo...

7 (More) Contact Center Operations

A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best pract...

How to Use Engagement Analytics to Measure Customer Satisfaction

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.

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.

Top 3 Reasons Your Call Center Needs Customer Engagement Analytics

More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high le...

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

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer...

How Does Collections Analytics Improve Agent Performance?

Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?

How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer?

3 Reasons Every Call Center Needs an Contact Center Operations Dashboard

An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.

How Do You Define Call Center Adherence Best Practices?

In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts.

5 Call Center Agent Performance Metrics You Need Right Now

Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how.

Exploring gamification for health care payment collections

Gamified payment collection would be a great fit for many health care providers.

What Are the Best Contact Center KPIs for Your Operation?

In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to he...

7 Call Center Best Practices from Industry Experts

To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read ...

Three most important factors for contact center success

For any contact center to thrive, its decision-makers need to have the right priorities.

How Collection Analytics Drives Improved Call Center Performance

Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collecti...

Ask the Experts: What Is Your Speech Analytics Definition?

It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have ...

Using call center analytics to generate revenue

When utilized effectively, call analytics can have a big impact on a company’s bottom line.

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

Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.

FCR – One Call, That’s All

Industry experts have long estimated that 25 cents of every dollar spent by a call center goes toward fixing issues that weren’t properly addressed du...

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

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

What Is Wrap Up Time in the Call Center?

What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMin...

What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest reso...

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

Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read ...

What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

3 Ways Speech Analytics Can Improve Call Center Compliance

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

How to Reduce Stress in the Call Center Environment: Checklist

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech a...

How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case s...

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

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

How Speech Analytics Software Can Benefit Business Areas Across the Enterprise

Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterpri...

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

Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the rig...

Improving “Avoidance” Behavior to Reduce Absenteeism

What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.

Big Picture: What Is Contact Center Analytics?

Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.

5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

4 Customer Experience Questions Your Contact Center Must Answer

There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started.

Sarcasm in the Call Center? Yeah, right.

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.

What Can Companies Do to Mitigate Risk in the Contact Center? [Resource Guide]

It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.

How Can Contact Center Analytics Help Agents Improve Performance?

Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.

3 Ways to Increase Agent Job Satisfaction in the Call Center

Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.

3 Quick, Easy Ways to Diffuse a Customer Call Gone Wrong

What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.

5 Ways to Deliver Constructive (and Motivating) Feedback to Your Sales Team

Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.

How to Provide Multi-Channel Customer Support in Today’s Digital Era [Resource Guide]

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

3 Reasons Why It’s Important to See Results from Speech Analytics – and Fast

Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!

Call Center Scripting Tips for Sounding Like a Real Person (Instead of a Robot)

What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it.

Speech Analytics for Collections: Why Is It Important?

Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer lo...

3 Key Questions to Ask When Identifying Your Customer’s Persona

Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identif...

4 Tips to Consider for Your Quality Call Monitoring

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

The Importance of Analyzing Customer Conversations with Speech Analytics [Resource Guide]

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

13 Things You Didn't Know About Speech Analytics

Think you know a lot about speech analytics? Take a look at our list of 13 things you might not know…

Are Language Barriers in the Call Center Hurting Your Business?

Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more.

Unifying the Customer Experience: How Do You Do It and Why Is It Important?

Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support...

6 Must-Read Call Center Research Reports on the Future

CallMiner has compiled a list of 6 must-read research reports that cover trends & challenges shaping the contact center industry’s future. Read more.

10 Keys to PCI Compliance in the Call Center

Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.

6 Questions to Ask When Evaluating Speech Analytics Software

Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs.

Using Speech Analytics to Improve Sales Effectiveness for Agents

For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call...

3 Steps to Establish Customer-Centric Call Centers in 2014

With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to ...

How Do You Develop a Team of Top Performers in Your Call Center?

Call center agents are at the heart of your business due to their level of customer interaction. Here’s a look at 3 ways to develop a team of top perf...

Frost & Sullivan Predicts Cloud-Based Contact Center Solutions to Accelerate in Australia

New Frost & Sullivan research shows cloud-based contact center solutions in the Australian market are predicted to accelerate over the next five years.

Forrester Report Predicts Investment in Analytics Over Next Two Years

New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.

The Power of Contact Metadata

Contact metadata is an important and often overlooked factor for successful speech analytics deployments. Read more on CallMiner's blog!

Why Real-Time Monitoring Is So Important in the Contact Center

With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.

Data Mining In the Contact Center

Data mining can turn contact center data into valuable, actionable information. See how data mining can help your business.

Phonetics vs. LVCSR: Under the Hood of Speech Analytics

Two approaches to speech recognition are commonly used in conversational analytics solutions: phonetics and LVCSR, each with their own pros and cons.

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