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How to Improve Call Quality with a Call Center LMS

How to Improve Call Quality with a Call Center LMS

The customer experience has never been more critical. Companies that lead in customer experience outperform laggards by almost..

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15 Call Center Script Best Practices

15 Call Center Script Best Practices

Every call center manager knows that when agents start out, they need a script to follow when interacting with customers. It’s..

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Why on Earth Should You Let an Agent Self-Score

Why on Earth Should You Let an Agent Self-Score

The Importance of Agent Self-Scoring to Boost Call Scores and Engagement 

How do your call center agents feel about their..

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8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis

8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis

The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote work, including..

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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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7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

7 Reasons Why a Call Center Quality Scorecard Template is a Bad Idea

People forget that spreadsheets were developed as computerized replacements of paper accounting worksheets, useful for..

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The Anatomy of a Really Good Customer Service Call

The Anatomy of a Really Good Customer Service Call

Your call center agents are key to your company’s success. They are the first point of contact with your customers and..

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[GUIDE] How to Create a Call Center Incentive Program in 8 Steps

[GUIDE] How to Create a Call Center Incentive Program in 8 Steps

Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people..

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