CallMiner Blog

Speech Analytics Blog: News, Insights & More!

  • Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

    Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

    Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your...

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  • Fraud Spreads as Does the Coronavirus: Steps to Take

    Fraud Spreads as Does the Coronavirus: Steps to Take

    As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly...

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  • The Two Words on Everyone’s Minds: Business Continuity

    The Two Words on Everyone’s Minds: Business Continuity

    Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a...

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

    What is Sentiment Analysis? Tools, Best Practices & More

    Analytics of all sorts provide invaluable insight to managers and team leaders in charge of call center operations. Among the many metrics worth considering to improve your organization’s...

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  • Call Center Service Levels: Calculations, Metrics, & Industry Standards

    Call Center Service Levels: Calculations, Metrics, & Industry Standards

    Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of...

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  • Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations,

    Top Debt Collection Conferences and Events: 47 Informative Events for Debt Collection Professionals to Stay on Top of Industry Regulations,

    Debt collection is an in-the-trenches, no-love industry, which means that debt collections professionals often felt hung out to dry, like they have little support in the business world. But you...

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  • What is Business Intelligence? Examples, Uses & More

    What is Business Intelligence? Examples, Uses & More

    Business intelligence (BI) stands at the intersection where big data and data science best practices meet. Modern business intelligence solutions surface actionable insights to management teams...

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  • Call Center Regulatory Compliance

    Call Center Regulatory Compliance

    Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do...

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  • Scheduling Software for Call Centers: Buying Tips & Best Practices

    Scheduling Software for Call Centers: Buying Tips & Best Practices

    Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls...

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  • 37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

    37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers

    Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and...

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  • LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

    LISTEN World Tour London Stop #1: An Impactful & Insightful Success!

    Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success. We hosted clients, partners and prospects from as far afield...

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  • First Call Resolution Ideas

    First Call Resolution Ideas

    Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed –...

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  • What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

    What is Robotic Process Automation (RPA)? Definition, Tips & Best Practices

    As many modern jobs grow in complexity, coping with a rapidly scaling economy and a significant shortage of trained talent, numerous companies have taken to using software and other technology...

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  • 9 Call Center Environment Best Practices

    9 Call Center Environment Best Practices

    Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of...

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  • Operational Challenges in the Call Center Industry

    Operational Challenges in the Call Center Industry

    There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s...

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  • 5 Call Center Training Best Practices

    5 Call Center Training Best Practices

    Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum....

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  • Call Center Floor Rules

    Call Center Floor Rules

    The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main...

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  • Call Center Metrics Best Practices

    Call Center Metrics Best Practices

    Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center...

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  • Call Center Statistics You Should Know

    Call Center Statistics You Should Know

    As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and...

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  • What is Employee Experience? Definition & Best Practices

    What is Employee Experience? Definition & Best Practices

    Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many...

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