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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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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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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)

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […]

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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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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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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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Interaction Analytics Improves Contact Center Performance

Ready for some shocking contact center statistics? In 2014, there were: •    43,675 contact centers in the United States •    3,430,500 agents, and •    211,000,000,000 minutes of inbound calls being handled by these agents (Just for reference, the average human in the U.S. lives 41,539,434 minutes.) To handle the sheer volume of calls coming into […]

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How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

Fact: Contact centers are set up to handle all customer communications (inquiries, complaints, etc.) and have a direct influence on the customer experience. Fact: Contact centers can also be huge cost centers. “It’s unfortunate, but [many companies view] contact centers as the redheaded child,” says Ross Haskell, senior director of products at LogMeIn’s BoldChat Products, […]

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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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Infographic: How Contact Centers Use Interaction Analytics

In today’s competitive, customer-centric marketplace, leading-edge organizations are prioritizing the customer experience in an effort to prevent customer churn and improve loyalty. With the proliferation of digital channels and the corresponding increase in consumer expectations, however, contact centers are faced with the challenge of developing a unified view of the customer across channels. This is […]

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Compliance Analytics: Effectively Gathering and Making Use of Compliance Related Data

What kind of story is your data saying about your organization? Ask yourself the following questions: How are you currently measuring and reporting on complaint data? Do you have the ability to demonstrate trends by month, quarter, response time, or complaint category? What is your monthly failure rating for collector calls? How are you effectively […]

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

In today’s multichannel digital landscape, the question isn’t just “Which channels are my customers using?” but “How many different channels are my customers using?” As noted in an SAS article on indirect and direct communications channels, multichannel marketing is important for one very simple reason: You must be where your customers are. For call centers, […]

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How Can Contact Center Analytics Help Agents Improve Performance?

As any contact center knows, time (or, more accurately, “handle time,”) is money. In fact, TechTarget notes that average handle time (AHT), most often measured from the customer’s initiation of the call and including any hold time, talk time, and related tasks, is a key factor in deciding call center staffing levels. But how can […]

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How Can Call Centers Improve the Customer Experience? Speech Analytics for the Win!

It should come as no surprise that results from a recent Gartner study reveal that CMOs are increasingly being expected to prioritize the customer experience. In fact, the study shows that executing customer experience functionality across all customer touch points in the highest priority top management has for CMOs. Due to rising customer expectations, call […]

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

According to data from the National Center for Education Statistics, roughly 21 million students are expected to attend American colleges and universities this year, constituting an increase of about 5.7 million since 2000. Increases in the traditional college-age population – between 2000 and 2012, the 18- to 24-year-old population rose from approximately 27.3 million to […]

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

In sales-based contact centers, agent performance is critical. Not only are revenues tied to sales effectiveness, but the information contained in customer conversations can be used to promote marketing programs and identify new sales opportunities. Aberdeen research shows that, despite the rapid growth of new communications channels (social, live chat, email, etc.), voice interactions are […]

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What’s Your Recipe for Building Trust and Loyalty with Customers?

It’s no secret that today’s customers are busy – and, with little time to waste, they expect quick, efficient responses from customer support teams. But, as Smart Customer Service notes, customers who have concerns or complaints about products and services are often wary of companies. Will the customer service representative understand the problem the first […]

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