CallMiner IT

  • What is CSAT? Definition, How to Measure CSAT, and Tips from Experts

    What is CSAT? Definition, How to Measure CSAT, and Tips from Experts

    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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  • Consumer Empathy: 5 Tips for Deepening Customer Empathy

    Consumer Empathy: 5 Tips for Deepening Customer Empathy

    What’s the one skill that every customer support agent should have? Ask this question to anyone who has served in customer support, and they will have customer empathy high on their list....

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  • Data Analytics Tools Buying Guide: Tips & Best Practices for Identifying the Best Data Analytics Tools

    Data Analytics Tools Buying Guide: Tips & Best Practices for Identifying the Best Data Analytics Tools

    In today’s data-driven world, data analytics tools are more important than ever. Enabling businesses to analyze raw data from multiple data sources, identify correlations and trends, and even...

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

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

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

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  • What is Data Mining? Definition, Techniques, Tools and Tips from Experts

    What is Data Mining? Definition, Techniques, Tools and Tips from Experts

    Data mining is the process of collecting, assimilating and utilizing information for anomalies and/or benefits. The data is typically collected from large databases and processed to determine...

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  • Business Intelligence Software: How to Choose the Best Software

    Business Intelligence Software: How to Choose the Best Software

    Analytics, from speech analytics to web analytics and beyond, are a part of your business. Not just the “backend,” either. Data is a part of every aspect of the buyer journey, inventory, and...

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  • Customer Experience Analytics: 25 Expert Tips & Best Practices

    Customer Experience Analytics: 25 Expert Tips & Best Practices

    Customer experience analytics describes a means to find and collect information about prospects and customers, and how that data is analyzed. Using customer experience (CX) analytics properly can...

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  • Call Center Software: How to Choose the Best Software (Tips & Best Practices)

    Call Center Software: How to Choose the Best Software (Tips & Best Practices)

    There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with...

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  • What is a Customer Experience Map? How to Create an Effective Customer Experience Map

    What is a Customer Experience Map? How to Create an Effective Customer Experience Map

    A customer experience map is made up of all of the touchpoints a customer could or does have with your organization as well as the interactions that take place at each touchpoint. Similar to...

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  • When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

    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...

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  • Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

    Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights

    The Voice of the Customer (VoC) represents your customers’ perceptions, needs, and requirements. Used as a research method to identify market opportunities, gauge customer sentiment, and gain...

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  • Your Questions on Call Center Agent Engagement Answered

    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...

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  • What is Sentiment Analysis? Examples, Best Practices, & More

    What is Sentiment Analysis? Examples, Best Practices, & More

    A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication...

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  • What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

    What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

    PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to...

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  • 19 Experts Reveal the One Aspect of Call Center Regulations They’d Improve

    19 Experts Reveal the One Aspect of Call Center Regulations They’d Improve

    Call center regulations are complex. The Fair Debt Collection Practices Act (FDCPA), for instance, requires debt collectors to disclose the purpose of their written or oral communications at the...

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  • 10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

    10 Valentine Blogs That Show Your Call Center Agents You Appreciate Them

    This Valentine’s Day you should show your call center employees how much you appreciate all the work they do. Their job is not an easy one. But through technology, training and supportive...

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  • 3 Ways to Improve Your Call Center Monitoring Practices [Video]

    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....

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  • Call Centre Metrics Agents Should Be Aware Of…But Probably Aren’t

    Call Centre Metrics Agents Should Be Aware Of…But Probably Aren’t

    There are tons of call center metrics. Many are the focus of management, rather than call center reps. We asked a panel of 20 call center pros about the most important call center metrics reps...

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  • Breaking Down the Speech Analytics Vocabulary

    Breaking Down the Speech Analytics Vocabulary

    Recently the 11th edition of Contact Babel’s “US Contact Center Decision-Makers’ Guide”  the largest and most comprehensive study of all aspects of the US contact center industry was published....

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  • Top 10 Gamification Blogs

    Top 10 Gamification Blogs

    Gamification is a popular strategy that contact centers use to improve employee performance as well as business results. Many contact centers have experienced increased revenues, higher sales,...

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