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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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How Text Analytics Works in Your Quality Assurance Framework

How Text Analytics Works in Your Quality Assurance Framework

Establishing a strong and loyal customer base is the ultimate goal of any call center operation. However, it’s the road you..

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10 Ways to Improve Call Center Sales Training

10 Ways to Improve Call Center Sales Training

While a call center's primary purpose is delivering the best possible customer service, part of that equation should also..

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How to Recognize Employee Performance in Your Call Center

How to Recognize Employee Performance in Your Call Center

In the context of a professional environment, recognition refers to special notice or attention. The keyword there is special..

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