Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work, system-wide stressors and important shifts in customer experience and service expectations among consumers. It’s critical that organizations […]

Understanding what your customers are thinking before, during and after their interactions with your brand can completely change the way you do business. Successful companies all over the world understand the value in learning more about their customers’ needs and interests – that’s because satisfying those needs and interests is a competitive differentiator and business […]

Compliance with local and international regulations has never been a simple task for organizations to manage. In an increasingly connected global market, this complicated aspect of business has only grown more complex. With the sudden push for remote work, business leaders must adapt the inherent complexities of the legal and regulatory compliance process to a […]

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is […]

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively […]

Read more CallMiner reviews here. One of the strongest endorsements of CallMiner and our Eureka platform is customer recommendations – so when our customers are happy with the solution and they choose to share that publicly, we feel like we’ve hit the jackpot. As a company that’s driven by helping organizations create the best customer […]

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the […]

Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field. The emergence of machine learning technology has played a major role in improving organizational efficiency in a variety of ways. Artificial Intelligence (AI) offers up a wealth of productivity-enhancing features fit for use […]

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled […]

Companies looking to approach the marketplace from a position of preparedness aim to align their offerings with consumers’ collective desires. Doing so requires that those in charge either consult a crystal ball or implement a precise customer analytics strategy. Customer analytics bridge the wide gap between a business’s assumptions and their target demographic’s actual preferences. […]

Hidden in plain sight, valuable insights into consumer perspectives, product performance and other invaluable findings lie in wait for companies to discover. The catch – this information is largely unstructured, at least by business intelligence standards, making it difficult to organize and interpret. This is precisely where sophisticated text analytics solutions come into play. Text […]

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform […]

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can […]

Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company […]

As recent research shows, the U.S. call center industry is alive and well.  According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order […]

The volume of data that companies deal with today is absolutely vast. In fact, 90% of all data has been created within the last two years. However, only about 0.5% of that data is ever analyzed. Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and […]

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time […]

As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven […]

Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s efficiency, sentiment analysis stands out as particularly powerful. Whenever a customer interacts with your brand, their overall experience can play a significant role in deciding whether they […]

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of […]