Contact Centre Predictions for 2020
Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate,...
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LISTEN World Tour is Coming to London
The date has been fixed, the venue chosen, and the preparations are underway!! February 25th and 26th will find us hosting the 1st leg of the LISTEN World Tour at 8 Fenchurch, London for our...
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7 Important Call Center Skills Every Agent Should Have
Working as a call center agent requires several soft skills to see the best results. Call centers are responsible for much more than mere issue resolution. These organizations serve as the remote...
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25 Employee Satisfaction Survey Questions You Need to Ask
Encouraging your workforce to share their innermost concerns and ideas about your company can be particularly tricky. However, there is a lot to be said for asking the right questions. Surveying...
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Call Center Metrics: Examples, Tips & Best Practices
An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Fortunately, with...
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What is the CFPB Arbitration Rule? Definition & Best Practices
Arbitration between companies and consumers as an alternative form of conflict resolution often works as a strategic option for the company in question, affording it the opportunity to minimize...
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LISTEN 2019 is “in the Books”
It’s hard to believe after all the planning and hard work by so many people here at CallMiner that “LISTEN 2019 Velocity to Vision” at Margaritaville Resort in Hollywood FL is finally “in the...
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VOE Definition: What is a Verification of Employment (VOE)?
Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there...
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Data Mining Tools Buying Guide: Expert Tips for Choosing the Best Data Mining Tools
Data mining is one of the most insight-giving and potentially the most powerful tool businesses can harness in the modern economy. The ability to recognize patterns comes with a myriad of benefits...
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The 3 Deadly Sins of Gamifying in the Contact Centre
In our recent webinar we talked about How to Gamify Your Contact Centre and Motivate Advisors. But before you get into the depths of planning your gamification strategy, there are three deadly...
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Customer Satisfaction Surveys: Examples, Templates & Tips for Better Surveys
Gauging a customer’s overall satisfaction with your services and products can help you optimize for a better customer experience and better overall market performance. However, getting to know...
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How to Choose the Best Data Visualization Tools
Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself...
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What is Customer Effort Score?
Implementing and tracking a customer effort score at your organization could be key in keeping your customers satisfied and improving their customer experience – a tough feat that can otherwise...
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Reduce Employee & Customer Churn with Actionable Engagement Insights
It’s no secret that customer churn is costing businesses huge amounts. In fact, The Callminer Churn Index estimated that customer churn is costing UK businesses a whopping £25 billion a year!...
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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...
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