CallMiner: #1 Problem for Call Center QA & Monitoring Teams

By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions […]

The Forever GI Bill: What Lead Buyers Need to Know

By Joe Laskowski A new bi-partisan bill has passed the House and Senate with flying colors. And they just so happen to be red, white and blue. The Post-9/11 GI Bill is changing. It will soon be known as the Harry W. Colmery Veterans Education Assistance Act of 2017 — or the “Forever GI Bill.” […]

CallMiner: Ways to Boost Contact Center Efficiency

By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common challenges only further complicate matters for […]