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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...
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.
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
Making the Grade: Using Automatic Scorecards to Improve Agent Performance
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,...
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).
How Contact Center Agent Self-Assessment Improves Results
Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if...
3 Ways to Improve Your Call Center Monitoring Practices [Video]
Call center monitoring is one of the most effective ways call centers can improve their customer service; it gives managers the opportunity to watch (or rather listen) to their agents in action....
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.
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.
Does Average Handle Time (AHT) Really Matter?
I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at...
5 (More) Contact Center Employee Engagement Trends in 2019
A new year isn’t just a good time to make personal resolutions—it’s also a great opportunity for businesses to take stock of what’s working, what isn’t, and seek out solutions that get them to...
Call Center Employee Engagement Trends of 2019 with nGuvu
Hear from CallMiner and employee engagement experts nGuvu of the 10 employee engagement trends in 2019.
5 Employee Engagement Trends in 2019