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

Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry. For example, QA metrics for software development could measure production cycles and average costs, while QA metrics […]

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

A Definition of Escalation/Incident Management In short, escalation management involves transferring calls to supervisors, managers, and other agents who have more experience than the agent who initially answers the call. Because customer service is a top priority for organizations, escalation management is an important process to have in place to ensure customers’ calls are addressed […]

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

Call center agent training is a continuous process; it doesn’t end once the onboarding process is complete. Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that call center activity is in line with broader business objectives. From training technologies to effective […]

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The 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 (Facebook, Google, etc.). To marketers, though, they matter a great deal, playing the deciding role in how visible a brand’s content is to the target audience, how relevant the products recommended are to a […]

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ROI from your investment in speech analytics? Absolutely!

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

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

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

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How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Everyone’s talking about Big Data and the power it holds to transform marketing initiatives from making random guesses and  hoping something sticks to strategically refining and focusing marketing strategies with laser precision. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. For many marketers, […]

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

A Definition of After-Call Work After-call work, also known as post-call processing or agent wrap-up time, refers to the tasks agents must complete after a call is completed. In some cases, these terms are used to indicate the time between two inbound calls, or the time during which agents are unavailable to take another call […]

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How Does Contact Analytics Improve Agent Performance?

When was the last time you had an exceptional experience as a customer? Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe you tweeted at a company to get a quick response to a problem or question and got […]

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Introducing CallMiner’s New Customer Engagement Optimization Interactive Community

In today’s customer-centric marketplace, the customer experience is everything. Research shows 55% of customers are willing to pay more for a “guaranteed” good experience – meaning customers are no longer satisfied with just being promised a good experience. So what does this mean for companies looking to compete on the basis of the customer experience? […]

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Upcoming CallMiner Webinar: 5 Secrets of Success When Migrating to Real-Time Interaction Analytics

CallMiner hosts monthly webinars with the aim of sharing topical, relevant information for the contact center industry – as well as providing best practices and results from multiple organizations and industries that have used customer interaction analytics programs within their own contact center. This month’s webinar, to be held on January 21st at 1:00 PM […]

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

In the call center environment, there’s no one-size-fits-all approach to managing agent performance. Best practices will vary from agent to agent and organization to organization, but one thing is for certain: Proactively and consistently managing agent performance is critical to delivering superior customer service and a positive customer experience overall. Donna Fluss notes that improving […]

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Hear from the Experts: Real-World Successes with Interaction Analytics

The CallMiner monthly webinar series presents best practices in applying interaction analytics to address business objectives. Presenters are users of interaction analytics solutions and experts on various topics related to call center performance and compliance. Check out some of our more recent webinars. How to Use Automated Analytics to Reward Agent Compliance & Performance Join […]

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

Of the many challenges that exist in the call center environment, agent engagement and retention is often one of the most difficult to overcome. Statistics, in fact, show call centers replace 26% of their front-line agents annually, which can have a significant impact on both workplace morale and overall business. “A high turnover not only […]

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What Customers Want: It’s a Simple Question, So Why Is It So Hard to Answer?

In the 2000 comedy film What Women Want, Mel Gibson plays a hotshot advertising executive who shocks himself with an electric hairdryer and wakes up the next morning with a bizarre gift: the ability to read women’s minds. When he’s passed over for a promotion at the office by a female boss, he realizes he […]

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10 Simple Tactics Managers Can Use to Improve the Customer Experience (Daily)

There’s no shortage of statistics on the customer experience. Practically every day there is new online market research, backed by data, facts, charts, and figures, emphasizing the importance of providing customers with the type of experience that will inspire satisfaction, loyalty, and retention. With such an abundance of aggregated data, research, and resources, the question then […]

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Improving “Avoidance” Behavior to Reduce Absenteeism

We all remember that reliable excuse for cutting class because you didn’t do your homework: The dog ate it, of course! Or what about holding a thermometer up to a light so that your Mom would believe you really had a fever and had to stay home watching TV on the couch? In the call […]

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4 Customer Experience Questions Your Contact Center Must Answer

Every contact center has it within their power to deliver an exceptional customer experience. With McKinsey research showing 70% of buying experiences are based on how customers feel they are being treated, it’s critical to invest the time and resources to make certain the customer experience is a positive one. But what, exactly, defines a […]

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Say What? 3 Ways Sentiment Analysis Can Help Uncover Your Brand’s Reputation

Today’s customers don’t just want more from companies – they expect more from companies. McKinsey research shows 70% of the buying experience is based on how customers feel they are being treated, which essentially puts customers in the driver’s seat and leaves companies scrambling to provide the types of experiences customers are looking to have. […]

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

In today’s online marketplace, large-scale data breaches are all too common (Home Depot and Target are two the come to mind – from the past year alone!). As noted in a Smart Customer Service article, “a medium-sized contact center can get hit with as many as 1,000 fraudulent calls per month that were able to […]

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