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Scorecards: An Essential Tool for Call Center Quality Monitoring | US ScorebuddyQA
The Power of Text Analytics Tools for Customer Support | US Scorebuddy QA

The Power of Text Analytics Tools for Customer Support | US Scorebuddy QA

Customer service 101: well-trained contact center agents. They are your first point of contact and the individuals most..

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Top 5 Most Effective Call Center Learning & Development Methods | US Scorebuddy QA

Top 5 Most Effective Call Center Learning & Development Methods | US Scorebuddy QA

Call center training is one of the most effective ways to boost performance, drive efficiency, and fill knowledge gaps...

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Employee Recognition Ideas for Call Center Agents: Key to Happy Employees | US Scorebuddy QA

Employee Recognition Ideas for Call Center Agents: Key to Happy Employees | US Scorebuddy QA

Every year, 30-45% of call center employees leave their jobs, and 79% of people quit their jobs due to a “lack of..

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Types of Text Analytics & How they Improve Customer Experience

Types of Text Analytics & How they Improve Customer Experience

Your contact center has a massive amount of unstructured text. From Tweets to Facebook comments, emails, live chats, call..

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Contact Center Average Handle Time (AHT): Is it Important?

Contact Center Average Handle Time (AHT): Is it Important?

What makes a good customer experience? Is it the same as what makes a productive call center? There’s a lot of overlap, but..

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6 Tips for Managing Call Center Training Courses

6 Tips for Managing Call Center Training Courses

Training is time-consuming! That’s probably the first thought you have whenever you read an article about its importance.

It’s..

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11 Powerful Functions of Quality Assurance in a Call Center

11 Powerful Functions of Quality Assurance in a Call Center

Are you maximizing the use of quality assurance in your call center? Most often, quality managers use quality assurance for..

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