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

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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.

Outbound Call Center Tips & Best Practices

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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.

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

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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.

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

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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.

How Call Lifecycle Details Help Increase Customer Satisfaction

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!

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)

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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 […].

Employee Experience Tips, Resources & More

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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.

Operational Challenges in the Call Center Industry

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There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.

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

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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. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

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

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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.

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.

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

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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.

Call Center Metrics Best Practices

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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.

What is Employee Experience? Definition & Best Practices

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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.

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

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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.

The Best Sales Forecasting Models for Weathering Your Goals

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!

First Call Resolution Ideas

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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.

Business Process Outsourcing Tips & Resources

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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.

Congratulations to the 2018 LISTEN Awards Winners

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At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

The Two Words on Everyone’s Minds: Business Continuity

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Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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

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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.

25 Conflict Resolution Strategies for Customer Service

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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.

Termination Letter Examples for Call Centers & Customer Service Pros

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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. Similarly, formally ending existing contractual relationships with vendors your business no longer requires can prove to be a challenge for the same reasons.

Call Center Statistics You Should Know

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As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Contact Centre Predictions for 2020

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Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction.

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

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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 […].

5 Call Center Training Best Practices

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Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum.

Call Center Floor Rules

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The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls.

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

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!

Exit Interview Questions for Call Center Employees

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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.

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

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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.

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

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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.

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

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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.

8 Contact Center Trends to Watch in 2020

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!

The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software

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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 leadership from giving the best options a green light. After all, not every tool is fit for a company’s needs.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

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No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call.

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

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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.

190 Billion Reasons Why You Should Find the Root Causes of Complaints

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I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!