In sales focused contact centers, optimizing agent and contact center performance has direct impact on topline revenue. Understanding what is happening within your sales conversations is the key to unlocking immediate opportunities for increasing your sales.
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25 Tips & Best Practices for Identifying the Best Call Center Services
Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing...
What is CSAT? Definition, How to Measure CSAT & Tips
CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience. In most cases, the term “CSAT” is used in...
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Call center quality management or quality assurance makes sure the desired outcomes are met for both your agents and your customers.
Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent...
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Got Empathy? 3 Ways to Train Your Contact Centers Agents To Be More Empathetic
The CallMiner Churn Index shows that listening is critical to keeping customers loyal. Listening to a customer seems like a relatively simple ask, but many contact center agents are getting it...
When Automated QA Meets Digital Transformation You Fly a Friendlier Sky
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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...
How Real-Time Coaching Improves Agent Effectiveness featuring Call Centre 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