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How to Give Call Center Quality Feedback that Works

How to Give Call Center Quality Feedback that Works

Feedback is something that many people dread receiving and giving. For some reason, we believe that if we are getting..

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First Call Resolution: What It Is and How Do You Measure It

First Call Resolution: What It Is and How Do You Measure It

The most important call centers focus is on providing good customer service calls. But how do you know if your contact center..

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How to Manage a Call Center Efficiently: 10 Tips

How to Manage a Call Center Efficiently: 10 Tips

If you want to have a prosperous and productive call center, it has to start from the top down. Your agents cannot create..

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How to Fix the 15 Mistakes Your Call Center Agents Make

How to Fix the 15 Mistakes Your Call Center Agents Make

Life is a constant learning process. We’re never at the end of the journey, and there’s always some way that we can get..

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How to Measure Emotional Intelligence in Customer Service Employees

How to Measure Emotional Intelligence in Customer Service Employees

How a customer feels about a product is more important than its effectiveness, according to a recent Forrester report. Because..

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Soft Skills Training 101: How to Develop Soft Skills in Customer Service

Soft Skills Training 101: How to Develop Soft Skills in Customer Service

Soft skills are one of the foremost predictors of call center performance and agent success. In fact, according to recent..

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Hiring for Customer Service Soft Skills and Emotional Intelligence

Hiring for Customer Service Soft Skills and Emotional Intelligence

To be successful in a call center, agents must be able to deal with a high volume of angry, confused, and frustrated..

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What to Include on Your QA Call Monitoring Form (With Examples)

What to Include on Your QA Call Monitoring Form (With Examples)

Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a..

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