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How to Prevent Call Center Agent Burnout

How to Prevent Call Center Agent Burnout

While maintaining high levels of productivity is always the goal of any call center operation, a balance needs to be struck..

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How to Measure First Call Resolution for Call Center QA

How to Measure First Call Resolution for Call Center QA

As the old saying goes, “you never get a second chance to make a good first impression.” That quote sums up the importance of..

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How to Implement Call Center Best Practices with Quality Assurance Tools

How to Implement Call Center Best Practices with Quality Assurance Tools

Call Center Quality Assurance refers to the activities and tactics that contact center managers use to monitor and track call..

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10 Things to Consider When Writing a Call Center Script

10 Things to Consider When Writing a Call Center Script

Simply stated, there’s a right way and a wrong way to handle call center scripts. When done correctly, call center scripts can..

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How to Share Quality Feedback with Your Call Center Agents

How to Share Quality Feedback with Your Call Center Agents

Providing feedback is a delicate art and an important part of a call center manager’s job. You need to be skilled at giving..

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How to Measure Call Quality Parameters with Quality Assurance Metrics

How to Measure Call Quality Parameters with Quality Assurance Metrics

When it comes to customer service, nothing will bring a business to its knees faster than bad customer service. A startling ..

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Measuring KPIs to Improve Call Center Quality Assurance

Measuring KPIs to Improve Call Center Quality Assurance

When it comes to Key Performance Indicators (KPIs), one thing is true. When handled correctly, they can significantly improve..

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7 Tips to Build Effective Call Center Quality Assurance Scorecards

7 Tips to Build Effective Call Center Quality Assurance Scorecards

The number one goal of a successful call center operation is to create a consistent customer experience across all touchpoints..

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