What Is Escalation/Incident Management? Prevention, Challenges, and How Real-Time Monitoring Can Help
A Definition of Escalation/Incident Management In short, escalation management involves transferring calls...
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The Inner Circle Guide to AI, Chatbots & Machine Learning
The Inner Circle Guide to AI, Chatbots & Machine Learning UK
7 Things Contact Center Agents Know To Be Happy In Their Job
Being a contact center agent or advisor can be a very fulfilling job when you’ve solved a problem for a customer and sent them away happy. But not every contact center is set up to make it easy...
Hear from the Experts How AI Drives Better Customer Experiences
Artificial intelligence (AI) is a trending topic in the communications sector. Businesses often assume they don’t have the financial resources to utilize AI and machine learning in-house. In our...
How AI Improves the Customer Experience
Real Use Cases of Engagement Analytics & Automation for Contact Center Success
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...
How Contact Center Agent Self-Assessment Improves Results
Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if...
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....
Does Average Handle Time (AHT) Really Matter?
I see a lot of chatter on my various social feeds around Average Handle Time (AHT). The major point of debate is that AHT is now a useless metric for understanding how effective you are at...
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.
CallMiner Analyze: Actionable Insight from Customer Engagement
CallMiner Analyze, the cloud-based speech analytics solution, reveals actionable intelligence from 100% of your contact center’s customer interactions. Analyze skyrockets beyond simple transcription.
The CX Pro’s Guide to Speech Analytics
Read how speech analytics can uniquely empower customer experience initiatives!
5 (More) Contact Center Employee Engagement Trends in 2019
A new year isn’t just a good time to make personal resolutions—it’s also a great opportunity for businesses to take stock of what’s working, what isn’t, and seek out solutions that get them to...
Call Center Employee Engagement Trends of 2019 with nGuvu
Hear from CallMiner and employee engagement experts nGuvu of the 10 employee engagement trends in 2019.
AI Webinar with Forrester Highlights: What Does Enterprise Ready Mean?
What are the hottest topics in customer experience today? Data and Artificial Intelligence. The best way to uncover data is by utilizing what you already have access to – existing customer...
5 Employee Engagement Trends in 2019
Contact centers with engaged employees often cite better productivity and higher levels of happiness amongst its employees, improved customer service and retention, and, of course, higher...
Customer Contact Week Winter: See You All in Nashville!
We are all pretty excited about CallMiner’s participation at Customer Contact Week Winter, in Nashville January 15 – 18, 2019. This is the 20th year of CCW events which hosts contact center and...
3 Voice and Text Analytics Questions Answered from ROI Webinar
Of all the trending acronyms that come and go in our industry, ROI (return on investment) is one that never goes out of style. In our recent webinar How to Get the ROI from Your Contact Center...
Call Center 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...
ICYMI: CallMiner Top 10 Stories of 2018