Summer Is The Time To Binge Watch Webinars

At CallMiner, we strive to consistently deliver valuable information through our learning center and the numerous webinars we host and are speakers on with our partners. We know you can’t always attend webinars in your busy day, but the summer is a great time to catch up on webinars you may have missed. And for […]

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Leveraging Best Practices to Empower Your Agent Workforce

When a customer contacts your call center, they expect answers to their questions and solutions for their problems. They don’t expect to find themselves on hold for a long time or talking to an agent not equipped to answer their questions. In a world where customer experience is more important than ever, call centers must […]

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Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

Recently I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics with Colin Taylor, CEO & Chief Chaos Officer of The Taylor Reach Group on guidelines to follow when purchasing speech analytics. Participants learned the importance of a request for proposal (RFP), what to include, the proper way to […]

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Analyze Customer Churn with Speech Analytics

In today’s business environment, high customer expectations leave many contact centers struggling to understand why customers leave their service or churn. More often than not, these businesses focus their time and energy on acquiring new customers rather than trying to retain existing ones. A decision that costs them significantly since attracting new customers costs seven […]

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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 Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. They also often fail to measure the ROI against the most important KPIs […]

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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. Hiring the right team can make or break any call center, but it takes more than just reviewing qualifications during the hiring process. Leadership and management teams have a responsibility to […]

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Is Your Contact Centre in the Eye of the Storm?

One of the main conclusions from the recent CallMiner and IPI Contact Centre Performance Summit in London on 29th March, was that businesses need to start viewing their contact centre as a more strategic part of the organisation. After all, this is where most of the customer interactions take place. And it’s where much of […]

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Using Interaction Analytics to Handle Abusive Customers

Dealing with abusive customers can really affect the morale of the contact centre agents. Obviously, there is no excuse for customers being abusive but sometimes, even the mildest mannered get so frustrated that they behave in a way that they shouldn’t. However, it is the agents who need to deal with the aftermath – often […]

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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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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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