Contact Center Operations

Learn how speech analytics can improve the efficiency of your call center operations. CallMiner’s conversation analytics software can help reduce average handle time and improve first contact resolution.

CallMiner Product Innovation Series: December 2022

CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog.

Top call center metrics your organization should care about

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for t...

Tips & strategies to improve frontline agent experience

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including e...

CallMiner Product Innovation Series: LISTEN 2022

CallMiner's VP of Product Management, Bruce McMahon, talks about highlights from his LISTEN 2022 keynote, including recent innovations and future inve...

Improving customer engagement in a challenging economic climate

Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic chan...

Seven CX solutions: tips and best practices for improving CX in the contact center

Read this blog for seven tips and best practices for improving CX in the contact center.

Four key conversation intelligence use cases in the mortgage industry

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence tech...

CallMiner Product Innovation Series: October 2022

CallMiner's VP of Product Management shares highlights from release 2022.10, including Coach enhancements, new Solutions Catalogue language support, a...

CallMiner to highlight new Experience Management capabilities and solutions at LISTEN 2022

Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including c...

Benefits & best practices for adopting conversation intelligence

Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practice...

LISTEN is back! Join us in Miami, Oct. 31 – Nov. 2

CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three da...

Research reveals customer experience as a top priority for call centres in South Africa

A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage perfor...

Five proven coaching strategies to improve contact center culture and productivity

Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strate...

Components of a modern VoC program

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer i...

Three best practices for effective call management

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call managemen...

Can technology help organisations meet the recent FCA Consumer Duty requirements?

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulne...

25 ways to earn customer loyalty

Organizations need to support customers and provide an exceptional omnichannel customer experience across every stage of their journey. This blog expl...

How to hire work from home call center agents

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tip...

25 conflict resolution strategies for customer service

Learn some of the best conflict resolution strategies for customer service agents that can be quickly and easily implemented.

25 surefire ways to improve customer satisfaction

Improving customer satisfaction is vital in the current customer-centric landscape. Read on to discover our curated list of 25 tactics to improve cust...

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends w...

27 professionals share their favorite call center interview questions

Read this post to learn how to hire top-notch call center agents using the right interview questions.

Tips and best practices for managing a remote call center

Read this post to learn tips and best practices for managing a remote call center.

What are omnichannel contact center solutions?

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co...

What is a conversation intelligence platform?

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suit...

Five ways to be a better ally in contact centers

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change t...

CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix indepen...

What is Contact Center as a Service (CCaaS)?

Contact centers are critical for customer experience, retention and acquisition strategies. But building and maintaining your own is a huge investment...

How to improve service level in your call center

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you cu...

Do you need a call recorder or a recording engine?

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about ea...

Four steps to improving the patient journey

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey...

Understanding post-call vs. real-time audio capture

Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how cus...

25 tips for more effective cold calling

Read this blog for tips on how organizations can improve how their contact center agents make cold calls.

Six healthcare call center best practices

Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call cen...

Top three departments that will be transformed by customer insights in 2022

Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this ...

Tips for improving customer satisfaction (CSAT)

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its custom...

What is patient experience and why it matters?

Read this blog to learn what patient experience and patient service is, how it differs from patient satisfaction and why it's important to healthcare ...

Tips for improving call center productivity

If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficie...

Buyers Guide: How to choose the best customer service software

Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.

Omnichannel customer service: Tips for great experiences

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important ...

Call center analytics software buying guide

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover...

Understanding the different types of customer satisfaction

Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are nu...

25 ways to improve call center efficiency

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

How to improve customer satisfaction (CSAT) and business performance

Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.

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.

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

Learn what call center skills make the most successful call center agent that is more than just soft skills.

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: 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 for call centers, aligning with your goals and best practices

Learn what quality assurance (QA) metrics are, and how your companycan better align with these performance metrics for the best results.

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

Call center scripts are essential for many customer service organizations to help ensure consistency in messaging and reduce errors.

What is average handle time? Challenges, examples, and best practices for improving AHT

Learn what average handle time (AHT) is, how it affects your customer satisfaction, and tips to reduce overall AHT.

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.

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.

12 call center best practices

What are some call center best practices for retaining top talent and improving the customer experience? Take a look at what the experts at CallMiner ...

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

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

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.

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.

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

Understand these top 25 key employee satisfaction questions that you should be asking your employees for better insight and results.

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

Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent.

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.

Tips & best practices: How to choose the best call center software

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.

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 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

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.

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

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

5 Employee Engagement Trends

Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention...

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 Customers 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 ...