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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.

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.

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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.

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 […].

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

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.

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.

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.

12 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 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

21 Call Center Managers Share Their Favorite Call Center Leadership Activities

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The role of a call center manager is complex and challenging.

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.

9 Call Center Environment Best Practices

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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.

Fraud Spreads as Does the Coronavirus: Steps to Take

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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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

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.

Call Center Regulatory Compliance

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Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them.

Scheduling Software for Call Centers: Buying Tips & Best Practices

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Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered.

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

4 Ways To Use Call Recordings for Better Contact Center Performance

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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.

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.

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.

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.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.

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.

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.

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.

Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

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There are many characteristics that successful call center representatives share, some being more important than others.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.