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Read ArticleRemote 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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April 14th Webinar: Managing Contact Centers Through the Pandemic
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Read ArticleFraud 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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Read ArticleThe 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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Contact Center Practices and Guidelines for Managing Through COVID-19
To help organizations migrate to a remote workforce during COVID-19, we have compiled a list of practical and actionable practices that can help contact centers manage through the coronavirus pandemic
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April 21 Webinar: How Dialog Direct Converted to a Remote Agent Workforce
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Read ArticleWhat 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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Forrester – 3 Customer Service Megatrends: Fuse AI & Agents To Drive Better Experiences
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Read ArticleCall 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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2:29Watch VideoCallMiner Alert: Real-Time Call Monitoring and Redaction
Eureka Alert combines AI-driven automated transcription, alerting, and redaction to provide your contact centre supervisors, quality analysts, and agents with real-time, actionable business insights.
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2:18Watch VideoCallMiner Coach: Real-Time Agent Quality Management
Turn insights into action and take your contact centre performance to the next level with real-time agent performance optimisation and speech analytics insight from every call using CallMiner Coach.
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CallMiner Profile In Forbes Magazine
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2:32Watch VideoCallMiner Analyze: Actionable Insight from Customer Engagement
Reveal actionable intelligence from 100% of your contact centre’s customer interactions with CallMiner Analyze.
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Forrester: CallMiner Named a Leader in AI-Fueled Speech Analytics
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2:26Watch VideoCallMiner Visualize: Powered by Tableau®
Bring your speech analytics data story to life. Customise and compare graphical data to reveal insight to enable change with CallMiner Visualize powered by Tableau®
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Read ArticleTop 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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1:41Watch VideoAvadyne Health Finance Uses CallMiner’s Eureka to Increase Payment ‘Asks’ for Their Customers
Hear how CallMiner empowers Avadyne Health to tell their customers both what their patients say, and ‘how they feel’ during calls.
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Read ArticleWhat 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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Leveraging Emotion to Improve CX & Elevate Contact Center Performance
The key ingredient for delivering a five-star customer experience in the contact center is leveraging emotion across customer interactions. This whitepaper will help you understand how this is done.
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Read ArticleCall 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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1:00:29Watch VideoHow Hawaiian Airlines Used Speech Analytics to Improve CX & Bottom Line Results
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Learn More10 Ways Speech Analytics Empowers the Entire Enterprise
This guide identifies 10 different ways the engagement data captured and analyzed from your call center can transform your organization’s performance and results.
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Learn MoreThe State of Contact Center Technology
Review the most urgent contact center objectives, uncover the ripest opportunities for technology, discuss contact center challenges & address the factors that matter most when considering new tools.
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Read ArticleScheduling 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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Miss a Webinar? Catch Up Anytime!
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Read Article37 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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