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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.

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 […].

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

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We are well within the “ Age of the Customer ”. The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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.

What is Voice of the Customer? 25 Experts Give Best Practices

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Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods.

The Call Center Can Be a Thin Line Between Love and Hate

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I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights.

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

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PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.

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.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Why Digital Channel Frustration Leads to Frustrated Calls Into the Call Center

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In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences.

Stop Avoidable Customer Churn With Great Agent Behavior

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If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low.

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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Keep Your Call Center At-Home Agents Engaged

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Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance.

4 Measurements of CX Success in the Outsourced Contact Center

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When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%.

New research gives you 25 billion reasons to understand why customers say goodbye

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Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

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Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise.

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More

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Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed.

Contact Center Customer Experience Best Practices

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Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition.

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software

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Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

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The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre.

Watch Brian LaRoche Present at CCW Online March 14th, 2017

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Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV.

Deliver Performance Scores Directly to Your Agents

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When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers.

Do you know how to turn your contact centre from a cost to profit centre?

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During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

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

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Definition of Average Handle Time Average handle time, or AHT, is an important call center metric.

What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

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Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.

See You At Customer Contact Week For Discussions, Demos, and Copper Mules

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See You At Contact Center Week For Discussions, Demos, and Copper Mules

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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

6 Ways to Reduce Call-backs with the Right Language

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A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers.

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

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Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

Cloud vs. On-Premise Call Centers: Key Differences, Benefits, and More

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A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications.

11 Call Center Best Practices You Need to Be Doing Right Now

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As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.