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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. MORE

Call Center Contact Center Best practices Real estate 269

Exit Interview Questions for Call Center Employees

Callminer

JUNE 18, 2020

Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights. MORE

Call Center Morale Feedback Best practices 140

25 Call Center Technology Trends to Watch in 2021

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. MORE

Call Center Technology Banking Real estate 182

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

Callminer

SEPTEMBER 14, 2020

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. MORE

Call Center Big data Best practices Scripts 182

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

Callminer

JUNE 9, 2020

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 post-phone call to resolve that call. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time. MORE

Average Handle Time Best practices Coaching Benchmark 140

9 Call Center Environment Best Practices

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated. MORE

Best practices Call Center voip Morale 152

First Call Resolution Ideas

Callminer

MARCH 2, 2020

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part. MORE

First call resolution Best practices Metrics Analytics 196

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

Callminer

NOVEMBER 18, 2020

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. MORE

Contact Center Best practices Gamification Analytics 237

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. MORE

Management Customer Experience Best practices Customer Service 186

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night

Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […]. MORE

Call Center Management Best practices Sales 305

Employee Experience Tips, Resources & More

Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. MORE

Best practices Employee engagement Surveys Feedback 177

Call Center vs. Contact Center: What’s the Difference?

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. MORE

Call Center Contact Center Analytics Multichannel 152

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. MORE

Call Center Best practices Finance Contact Center 198

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

Callminer

MARCH 30, 2020

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. MORE

Best practices Contact Center Call Center Management 152

International Contact Centre Operations Tips & Best Practices

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. MORE

Best practices Scripts Schedule adherence outsourcing 198

Business Process Outsourcing Tips & Resources

Callminer

APRIL 20, 2020

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so. MORE

Business Process Outsourcing outsourcing Best practices Government 193

Operational Challenges in the Call Center Industry

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round. MORE

Call Center Best practices Technology Customer Support 194

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked. MORE

Call Center Metrics Best practices Contact Center 444

4 Ways To Use Call Recordings for Better Contact Center Performance

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting away.Below are four ways that your call recordings can be used to better your agents, customers and company to contact center performance. Quality Monitoring Processes. MORE

Contact Center Analytics Best practices Coaching 195

25 Conflict Resolution Strategies for Customer Service

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. MORE

Customer Service Best practices Scripts Construction 171

Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

MARCH 23, 2020

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 a service level is: a measurable number of services provided to a customer within a given time period. MORE

industry standards Service level Metrics Call Center 152

Outbound Call Center Tips & Best Practices

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement. MORE

Best practices Call Center Outbound sales Telemarketing 182

Fraud Spreads as Does the Coronavirus: Steps to Take

Callminer

MARCH 27, 2020

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 buying. So of course, selling vaccines and medical kits with masks “proven” to prevent catching COVID-19 would sellout quickly. MORE

Best practices Analytics Contact Center Personalization 162

Call Center Metrics Best Practices

Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more. MORE

Best practices Metrics Call Center Surveys 175

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

Callminer

MAY 26, 2020

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 make consistent improvement notably simpler over the long term. MORE

Metrics Call Center Average Handle Time First call resolution 152

Congratulations to the 2018 LISTEN Awards Winners

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards. MORE

Analytics Best practices First call resolution Sales 220

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

SEPTEMBER 2, 2020

MORE

Call Center 215

What is Employee Experience? Definition & Best Practices

Callminer

DECEMBER 13, 2019

Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. Although employees are not typically direct consumers of their company’s products and services, they affect its bottom line as creators of its offerings and market value. MORE

Best practices Employee engagement Surveys Technology 182

25 Indicators of Fraud on Inbound Calls

Callminer

NOVEMBER 9, 2020

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. MORE

Accountability Banking Best practices Engineering 182

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)

Callminer

SEPTEMBER 5, 2017

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 […]. MORE

Call Center Best practices 536

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. MORE

Management Customer Service Best practices Education 152

Termination Letter Examples for Call Centers & Customer Service Pros

Callminer

JULY 22, 2020

Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. MORE

Call Center Customer Service Best practices Coaching 182

Gone Virtual: Recap of the CETX Conference

Callminer

SEPTEMBER 1, 2020

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. MORE

Big data Finance Entertainment Best practices 182

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

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. MORE

Call Center Customer Service Best practices Scripts 237
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Callminer

25 Call Center Technology Trends to Watch in 2021

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space.

Call Center 182
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Call Center Technology Banking Real estate 182

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Callminer

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More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises.

Call Center 198
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International Contact Centre Operations Tips & Best Practices

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another.

Best practices 198
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Best practices Scripts Schedule adherence outsourcing 198

Webinars

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

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

Callminer

NOVEMBER 18, 2020

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.

Contact Center 237
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Contact Center Best practices Gamification Analytics 237

Why Is Patient Engagement Important? | Frontline Group

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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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)

Callminer

SEPTEMBER 5, 2017

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 […].

Call Center 536
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Call Center Best practices 536

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Call Center 444
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Call Center Metrics Best practices Contact Center 444

InformaTech

InformaTech

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

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep.

Call Center 237
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Call Center Customer Service Best practices Scripts 237

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

SEPTEMBER 2, 2020

Call Center 215
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Call Center 215

25 Indicators of Fraud on Inbound Calls

Callminer

NOVEMBER 9, 2020

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.

Accountability 182
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Accountability Banking Best practices Engineering 182

Outbound Call Center Tips & Best Practices

Callminer

SEPTEMBER 23, 2020

Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement.

Best practices 182
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Best practices Call Center Outbound sales Telemarketing 182

How Call Lifecycle Details Help Increase Customer Satisfaction

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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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InformaTech

InformaTech

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.

Call Center 444
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Call Center Metrics Best practices Contact Center 444

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

Callminer

SEPTEMBER 14, 2020

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.

Call Center 182
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Call Center Big data Best practices Scripts 182

Gone Virtual: Recap of the CETX Conference

Callminer

SEPTEMBER 1, 2020

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.

Big data 182
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Big data Finance Entertainment Best practices 182

Termination Letter Examples for Call Centers & Customer Service Pros

Callminer

JULY 22, 2020

Terminating professional relationships can be difficult. Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected.

Call Center 182
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Call Center Customer Service Best practices Coaching 182

Business Process Outsourcing Tips & Resources

Callminer

APRIL 20, 2020

Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so.

Business Process Outsourcing 193
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Business Process Outsourcing outsourcing Best practices Government 193

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Advertiser: Skilljar

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied.

Management 186
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Management Customer Experience Best practices Customer Service 186

First Call Resolution Ideas

Callminer

MARCH 2, 2020

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part.

First call resolution 196
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First call resolution Best practices Metrics Analytics 196

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night

Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […].

Call Center 305
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Call Center Management Best practices Sales 305

Employee Experience Tips, Resources & More

Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously.

Best practices 177
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Best practices Employee engagement Surveys Feedback 177

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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Operational Challenges in the Call Center Industry

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Call Center 194
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Call Center Best practices Technology Customer Support 194

25 Conflict Resolution Strategies for Customer Service

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers.

Customer Service 171
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Customer Service Best practices Scripts Construction 171

Call Center Metrics Best Practices

Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more.

Best practices 175
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Best practices Metrics Call Center Surveys 175

What is Employee Experience? Definition & Best Practices

Callminer

DECEMBER 13, 2019

Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. Although employees are not typically direct consumers of their company’s products and services, they affect its bottom line as creators of its offerings and market value.

Best practices 182
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Best practices Employee engagement Surveys Technology 182

The Best Sales Forecasting Models for Weathering Your Goals

Advertiser: ZoomInfo

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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Fraud Spreads as Does the Coronavirus: Steps to Take

Callminer

MARCH 27, 2020

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 buying. So of course, selling vaccines and medical kits with masks “proven” to prevent catching COVID-19 would sellout quickly.

Best practices 162
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Best practices Analytics Contact Center Personalization 162

Call Center vs. Contact Center: What’s the Difference?

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics.

Call Center 152
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Call Center Contact Center Analytics Multichannel 152

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

Callminer

MAY 26, 2020

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 make consistent improvement notably simpler over the long term.

Metrics 152
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Metrics Call Center Average Handle Time First call resolution 152

Congratulations to the 2018 LISTEN Awards Winners

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards.

Analytics 220
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Analytics Best practices First call resolution Sales 220

Customer Engagement Is a Two-Way Street

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Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

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4 Ways To Use Call Recordings for Better Contact Center Performance

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting away.Below are four ways that your call recordings can be used to better your agents, customers and company to contact center performance. Quality Monitoring Processes.

Contact Center 195
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Contact Center Analytics Best practices Coaching 195

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Call Center 269
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Call Center Contact Center Best practices Real estate 269

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

Callminer

MARCH 30, 2020

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.

Best practices 152
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Best practices Contact Center Call Center Management 152

Exit Interview Questions for Call Center Employees

Callminer

JUNE 18, 2020

Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Read on to learn a few powerful questions worth asking during such interviews to leverage your lost employees’ critical insights.

Call Center 140
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Call Center Morale Feedback Best practices 140

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

MARCH 23, 2020

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 a service level is: a measurable number of services provided to a customer within a given time period.

industry standards 152
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industry standards Service level Metrics Call Center 152

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

Callminer

JUNE 9, 2020

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 post-phone call to resolve that call. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

Average Handle Time 140
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Average Handle Time Best practices Coaching Benchmark 140

37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

Management 152
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Management Customer Service Best practices Education 152

9 Call Center Environment Best Practices

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated.

Best practices 152
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Best practices Call Center voip Morale 152

8 Contact Center Trends to Watch in 2020

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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

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About
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  • Participate in Customer Contact Central
  • 2018 Customer Contact Central MVP Awards
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  • Stay At Home Reading List
  • Add a Source
  • Add a Resource
  • Advertise
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  • 2020 Customer Contact Central MVP Awards
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  • Tue.Feb 23
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