What is Sentiment Analysis? Tools, Best Practices & More

Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s efficiency, sentiment analysis stands out as particularly powerful. Whenever a customer interacts with your brand, their overall experience can play a significant role in deciding whether they […]

Read More

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 […]

Read More

What is Business Intelligence? Examples, Uses & More

Business intelligence (BI) stands at the intersection where big data and data science best practices meet. Modern business intelligence solutions surface actionable insights to management teams and company leaders through the use of a variety of data mining techniques as well as integrated report generating features and analytics tools. In this article we cover the […]

Read More

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 […]

Read More

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 […]

Read More

What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

As many modern jobs grow in complexity, coping with a rapidly scaling economy and a significant shortage of trained talent, numerous companies have taken to using software and other technology solutions more fervently to keep productivity levels consistent. The current stock of technology available to businesses, from sophisticated business intelligence software to artificial intelligence, speech […]

Read More

What is CSAT? Definition, How to Measure CSAT & Tips

CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction. Brands and marketers use CSAT scores to establish a customer’s level […]

Read More

Consumer Empathy: 5 Tips for Deepening Customer Empathy

What’s the one skill that every customer support agent should have? Ask this question to anyone who has served in customer support, and they will have customer empathy high on their list. Customer empathy – an idea that might have seemed like a lip-service or buzzword in the past, is now proving to be a […]

Read More

Examples of Customer Engagement Strategies & Tips from the Pros

Customer engagement plays a pivotal role in every business’s operations, and as such, it is a hot topic in today’s customer experience discourse. Heightening customer engagement involves tailoring your company’s services and products to more effectively fit the needs of your client base. To do this, it helps to have a good idea of where […]

Read More

Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys

Gauging a customer’s overall satisfaction with your services and products can help you optimize for a better customer experience and better overall market performance. However, getting to know just what your customers think about your brand can be a tough task to take on. Customer satisfaction surveys serve this purpose well, encouraging your client base […]

Read More

What is Customer Effort Score?

Implementing and tracking a customer effort score at your organization could be key in keeping your customers satisfied and improving their customer experience – a tough feat that can otherwise force you to become a mind reader, guessing at their wants and needs before they themselves know them. Unfortunately, most managers and business leaders have […]

Read More

Reduce Employee & Customer Churn with Actionable Engagement Insights

It’s no secret that customer churn is costing businesses huge amounts. In fact, The Callminer Churn Index estimated that customer churn is costing UK businesses a whopping £25 billion a year! That’s why we hosted a webinar with our consulting services partner, Ember Real Results, to show how to identify actionable engagement insights to reduce […]

Read More

5 Standards of Excellent Customer Listening

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening programs always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not […]

Read More

What is NPS? Definition, Techniques, Tools and Tips from Experts

A Net Promoter Score® (NPS) is one of several scoring methods companies use to measure the customer experience and gauge customer satisfaction. Specifically, NPS is a value or metric used to gauge how happy and loyal customers are to a brand or organization. Customers and clients with a higher NPS are more likely to tell […]

Read More

Customer Satisfaction Survey Questions: Tips, Examples & Best Practices

There are hundreds of potential questions you might ask on a customer satisfaction survey, but the best questions for any particular survey depend on your goals, your audience, your industry, and other factors. In other words, there are many things to consider when developing a customer satisfaction survey. For instance: Customers may get fatigued and […]

Read More

Want to Improve the Patient Experience? Stop Sending Bad Surveys

In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be […]

Read More

Customer Experience Analytics: 25 Expert Tips & Best Practices

Customer experience analytics describes a means to find and collect information about prospects and customers, and how that data is analyzed. Using customer experience (CX) analytics properly can yield a range of benefits, including: Highlighting problem areas within the sales and marketing procedures Finding ways to better serve customers (product updates, new features, etc.) Improve […]

Read More

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

A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to customer journey maps, customer experience maps go one beyond simply mapping the touchpoints, also analyzing customer behavior and customer-brand interactions across […]

Read More

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

Contact centers contain a plethora of data that can drastically impact customer experience and your customer’s overall relationship with you. It’s the place where the voice of the employee, voice of the customer and the overall brand perception is conveyed. With all the interactions and words being exchanged and the importance of the insights that […]

Read More

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

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail […]

Read More