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5 Steps for Effective Call Quality Monitoring in Your Call Center

5 Steps for Effective Call Quality Monitoring in Your Call Center

Your contact center plays a critical role in the customer experience (CX). It’s a direct connection to your customers. And..

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How to Build a Tactical QA Framework for your Call Center | ScorebuddyQA US

How to Build a Tactical QA Framework for your Call Center | ScorebuddyQA US

This is blog #3 in our Contact Center Quality Assurance Framework Series. You can blog #1 and blog #2 here.

Tactical planning..

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5 Ways to Leverage Text Analytics for Customer Surveys | US Scorebuddy QA

5 Ways to Leverage Text Analytics for Customer Surveys | US Scorebuddy QA

What do your customers think about your business?

As a contact center, answering that question with deep insight and accuracy..

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QA Framework Guidelines Every Contact Center Manager Needs | US Scorebuddy QA

QA Framework Guidelines Every Contact Center Manager Needs | US Scorebuddy QA

Since the start of the pandemic, high-quality customer service has become more imperative than ever. In fact, post-COVID, 59%..

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How Text Analytics Connects Your Call Center to Your Business Initiatives | US Scorebuddy QA

How Text Analytics Connects Your Call Center to Your Business Initiatives | US Scorebuddy QA

The contact center is the beating heart of every organization. It’s at the forefront of customer interaction. And since your..

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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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Implement Effective Call Center Quality Assurance Program | US ScorebuddyQA

Implement Effective Call Center Quality Assurance Program | US ScorebuddyQA

Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be..

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