Quality Monitoring

Learn how you can automate your call center scorecards and arm contact center QA team with real insights to achieve better outcomes.

What are QA metrics? Examples for call centers, aligning with your goals and best practices

Learn what call center quality assurance (QA) metrics are, and how your company can better align with call center QA best practices to achieve the bes...

What is average handle time? Challenges, examples, and best practices for improving AHT

Learn what average handle time (AHT) is, how it affects your customer satisfaction, and examples, tips and best practices to reduce overall AHT in cal...

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.

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...

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.

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!

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

Call monitoring is crucial for an effective call center. Learn 3 call center monitioring best practices to help improve your call center operations.

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...

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

Call center training isn't just for onboarding new employees. Call center managers should be providing ongoing coaching for all call center employees.