Contact Centre Predictions for 2020

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to […]

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7 Important Call Center Skills Every Agent Should Have

Working as a call center agent requires several soft skills to see the best results. Call centers are responsible for much more than mere issue resolution. These organizations serve as the remote faces of the companies they represent, directly interacting with clients in one-on-one personal interactions. Should a call center representative leave a customer with […]

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25 Employee Satisfaction Survey Questions You Need to Ask

Encouraging your workforce to share their innermost concerns and ideas about your company can be particularly tricky. However, there is a lot to be said for asking the right questions. Surveying your employees for valuable feedback involves approaching them with some understanding of both their interests and their current responsibilities within your organization. With this […]

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Call Center Metrics: Examples, Tips & Best Practices

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with a number of useful tools and techniques, team leaders can effect meaningful change based on observable and trackable data. However, the exact tools and […]

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The 3 Deadly Sins of Gamifying in the Contact Centre

In our recent webinar we talked about How to Gamify Your Contact Centre and Motivate Advisors. But before you get into the depths of planning your gamification strategy, there are three deadly sins every contact centre needs to avoid. Not having complete clarity about the behaviour to encourage, and proof of why things need to […]

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25 Tips & Best Practices for Identifying the Best Call Center Services

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that […]

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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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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 […]

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Join Us This Summer for WebinarStock!

This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! We are […]

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Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic  

The CallMiner Churn Index shows that listening is critical to keeping customers loyal. Listening to a customer seems like a relatively simple ask, but many contact center agents are getting it wrong. Well more like, they aren’t being trained and monitored well enough to know if they are getting it wrong. Shockingly, less than a […]

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4 Ways To Use Call Recordings for Better Contact Center Performance

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting […]

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5 Employee Engagement Trends in 2019

Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher profits. Still, according to a report by Gallup, roughly 85% of the global workforce is disengaged at work. And when employee engagement takes a backseat, everything from office culture to […]

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Call Center Metrics Agents Should Be Aware Of…But Probably Aren’t

There are tons of call center metrics. Many are the focus of management, rather than call center reps. 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 managers should be doing about it. Your call center […]

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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, 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 the customer intelligence […]

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The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018

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