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Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. MORE
Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what it is and its applications in our blog MORE
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Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space MORE
182 Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. MORE
With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business? MORE
This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist. MORE
Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. MORE
All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests. MORE
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AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. But customers today expect more than just a new interactive FAQ. They want the bot to know them, engage them and make decisions based on their specific customer history. MORE
My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”). MORE
As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service MORE
182 In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic. MORE
Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion covering: How has the emerging discipline of “data science” helped companies’ loyalty programmes be more insight-led? MORE
Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center MORE
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. MORE
When it comes to your bottom line, pricing your products and services is essential. Price it too low and you can’t keep the lights on. Price it to high and nobody will buy it—and you still can’t keep the lights on. So how do you increase your margin (and keep the lights on)? MORE
Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. MORE
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. MORE
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent. MORE
Do you have an intentional growth plan for your employees that aligns with your company’s growth plan? Creating an employee growth plan is essential and can impact the company meeting their strategic goals. MORE
Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization. MORE
There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. MORE
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. MORE
The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. MORE
It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me. MORE
2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another. MORE
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. MORE
Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important. MORE
Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet! Customer Experience Design MORE
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