How Contact Center Agent Self-Assessment Improves Results

Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if customer engagement rates plummet, managers are bereft, left wondering what went wrong. Was it you, the customer, or was it the contact center? For […]

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Welcome To AI For Better Customer Engagement

Welcome to AI. Let me introduce myself: My name is Rick, and I’m the new VP of Artificial Intelligence or AI here at CallMiner. Now that is out of the way, what the heck is AI. Actually, I’m not sure I can accurately answer that question, basically because in its current form it’s been around […]

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Call Center Training Best Practices

Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability. Over the years, call centers have seen the development of numerous industry-specific training tools […]

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Multi-Tasking & Active Listening for Call Center Agents

Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer provides while processing data presented on the screen in front of them. Have you ever noticed how exhausted you feel after doing that for several hours? The […]

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Webinar: How Your Analysts Can Get More Actionable Insights from Interaction (Speech) Analytics

This month’s webinar, to be held on March 24 at 1:00 PM EST, will discuss “A Day in the Life of an Interaction Analytics Analyst.” Congratulations, your organization has made (or is considering making) the wise investment in automated interaction analytics to help support agent performance, compliance and optimal contact outcomes.  Now, how do your […]

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New Business Systems Guide Highlights Need for Quality Call Monitoring Technology

Business Systems (UK) Ltd has launched a guide to quality monitoring that indicates many contact centers have not yet invested in any formal quality monitoring technology.  Instead, they rely on traditional contact center quality management, including live side-by-side monitoring of agents or manually logging evaluation results after listening to call recordings. A recent Call Centre […]

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How Is Speech Analytics Changing Agent Behavior?

Traditional approaches to call center performance management are flawed in that they are labor intensive and produce inaccurate results, frustrating both agents and supervisors. But managing and improving agent behavior is paramount to managing and improving the customer experience, which in many cases is what separates one company for another, especially in something like the […]

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