Hear from customer experience and marketing solutions BPO Dialog Direct how they used CallMiner to deliver significant sales, contact center process improvements and coaching success.
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When Automated QA Meets Digital Transformation You Fly a Friendlier Sky
According to a survey by Sabre published in Forbes of more than 100 airline executives, 51% said lack of technology stops them from improving customer experience. Moreover, Accenture said about...
Making the Grade: Using Automatic Scorecards to Improve Agent Performance
100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, W
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...
How Real-Time Coaching Improves Agent Effectiveness featuring Call Center Helper
Train contact centre agents to unlock the potential of agent-customer conversations and create positive experiences through coaching in real-time.
CallMiner Coach: Real-Time Agent Quality Management
CallMiner Coach encourages a call center culture of real-time agent performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement.
3 Reasons Why Agent Empathy Makes for Happier Customers
The CallMiner Churn Index shows that listening is critical to keeping customers loyal. When asked about their emotional state before making a call to a call centre, the top response by almost...
Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts
Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies. Whether you employ scripted language...
5 Ways to Create Engaged & Empowered Call Center Agents
Hiring new call center agents is never easy. Employee or agent engagement is a measurement of their performance. Learn 5 tips to keep agents productive and your business successful.
The Agent Churn Cycle: Why It Happens and How to Prevent It
Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call...
CallMiner Analyze: Actionable Insight from Customer Engagement
CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line: DMG Consulting
Monitoring speech and digital channels for quality management (QM) can be easier if you transition to analytics-enabled quality management (AQM).
4 Ways To Use Call Recordings for Better Contact Center Performance
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...
Your Questions on Call Center Agent Engagement Answered
Agent or employee engagement is a vital topic in call center management. Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie...
How AQA Improves your CX and Bottom Line featuring DMG Consulting LLC
Learn how the Analytics-Enabled Quality Assurance application can cost-effectively listen to 100% of calls and identify company, product or employee trends.
Eureka Coach datasheet
Creating Customer Service Super Agents with Data, Tech and Coaching Featuring Forrester
Gamification and Analytics Drive Better Agent Engagement and Performance
Gamification is a fun and popular way to improve agent performance, satisfaction, and effect the outcomes from those contacts with your customers. Using analytics and gamification is an effective...
US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers
What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices
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,...
How Contact Center Agent Self-Assessment Improves Results