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

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is […]

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Gone Virtual: Recap of the CETX Conference

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled […]

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Emotions List: A List of Emotions & How to Identify Them

In the fast-paced call center environment, it pays to teach agents how to assess emotions in themselves and those with whom they interact. Emotions decorate all our everyday interactions. Learning to identify emotions as they arise in both ourselves and others can have immensely positive effects on our ability to cooperate and engage with others […]

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

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call […]

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What is Customer Value?

Customer value is the phenomenon that keeps companies from teetering over the brink of bankruptcy and instead, maintaining long-term relationships with existing customers and earning repeat business by providing an excellent customer experience. Customer value comes down to identifying what matters most to customers and delivering it, but this is often easier said than done. […]

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10 Omnichannel Customer Service Best Practice Tips

Customers have always expected quick, competent customer service. It used to be enough to have call agents operating in business hours. Now, there’s an expectation for digital customer service, often across multiple platforms. Having an omnichannel strategy is the best way of handling this – and here are ten top tips to get you on […]

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

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

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25 Conflict Resolution Strategies for Customer Service

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

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

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

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21 Call Center Managers Share Their Favorite Call Center Leadership Activities

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

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Business Process Outsourcing Tips & Resources

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to […]

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

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time […]

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Fraud Spreads as Does the Coronavirus: Steps to Take

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

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The Two Words on Everyone’s Minds: Business Continuity

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

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

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of […]

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Call Center Regulatory Compliance

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process […]

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Scheduling Software for Call Centers: Buying Tips & Best Practices

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. However, call center scheduling is much more complex than most other scheduling concerns. This article describes how the […]

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

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.   While technology such as automated scorecards, speech analytics, and other tools enable managers to monitor agent performance objectively, customer service […]

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First Call Resolution Ideas

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve […]

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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 […]

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