Quality Monitoring

Quality monitoring is a critical part of call center best practices. Learn how you can automate your call center scorecards and arm contact center mangers with real insights to coach your contact center agents on how to achieve better outcomes.

25 tips for optimizing your contact center's QA practices

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...

25 Call Center Technology Trends to Watch in 2021

Read this blog to learn about the 25 top trends for 2021 in call center technology.

Understanding and Leveraging Voice of the Customer

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

International Contact Centre Operations Tips & Best Practices

Learn how international contact centres can approach agent management optimisation, procedural improvements and more.

25 Experts Reveal the Top Things Customer Self-Service Systems Do to Hurt Customer Experience

Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.

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

Here are the top mistakes made by call center agents that frustrate customers and impact customer experience.

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

A panel of business analysts and call center leaders address what the optimal role of the business analyst is in call center operations.

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

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.

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

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

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

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

Fraud Spreads as Does the Coronavirus: Steps to Take

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

The Two Words on Everyone’s Minds: Business Continuity

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

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

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit y...

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

These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.

4 Ways To Use Call Recordings for Better Contact Center Performance

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

3 Ways to Improve Your Call Center Monitoring Practices [Video]

Learn 3 ways how you can improve your call center monitoring practices through call analysis and agent feedback. Including Analyze video!

Leveraging Best Practices to Empower Your Agent Workforce

In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touc...

Deliver Performance Scores Directly to Your Agents

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

Improving Productivity and Collections Revenue While Mitigating Risk

For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?

6 Ways to Reduce Call-backs with the Right Language

First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during c...

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

QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflec...

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

Call center supervisors must continue to monitor metrics, measure results, and tailor ongoing training to ensure that agents’ needs are met and that c...

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Find out how you can solve the most common QA challenges facing your call center by reading what our experts had to say!

Restructuring Your Talent Strategy Through Workforce Planning

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements.

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

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Lever...

7 Call Center Best Practices from Industry Experts

To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read ...

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

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find ou...

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

How are CallMiner customers using speech technology to offer ongoing training and support to agents? Find out in our latest blog post.

5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

How Can Contact Center Analytics Help Agents Improve Performance?

Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.

Key Benefits of Speech Analytics for Postsecondary Education (CallMiner Examples)

Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive complian...

5 Ways to Deliver Constructive (and Motivating) Feedback to Your Sales Team

Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.

4 Tips to Consider for Your Quality Call Monitoring

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.