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Call Center Training Using Repeat Call and Root Cause Analysis

Call Center Training Using Repeat Call and Root Cause Analysis

When a customer contacts your call center, they are typically upset and looking for a solution to their problem. They want you..

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Quality Assurance and the Healthcare Contact Center

Quality Assurance and the Healthcare Contact Center

This article written by Mary May, Head of QA Division, RelateCare, a long term Scorebuddy customer, originally appeared here: 

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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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Can Speech Analytics Deliver Effective QA? | US Scorebuddy

Can Speech Analytics Deliver Effective QA? | US Scorebuddy

Your contact center and the teams that staff it are ultimately responsible for delivering a consistent and positive customer..

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Why You Need to Be Tracking First Call Resolution | US ScorebuddyQA

Why You Need to Be Tracking First Call Resolution | US ScorebuddyQA

For one-third of your customers, you have just one chance to make a positive impression, or they’ll switch companies(American..

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The Biggest Call Center Challenges and Exactly How to Solve Them

The Biggest Call Center Challenges and Exactly How to Solve Them

A successful call center is a competitive advantage. It is a key differentiator for many companies - sometimes even above and..

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What Does Quality Monitoring Mean in a Call Center | US ScorebuddyQA

What Does Quality Monitoring Mean in a Call Center | 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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Improve Agent Performance with Scorecard Data | US ScorebuddyQA

Improve Agent Performance with Scorecard Data | US ScorebuddyQA

Quality assurance is a must in today’s customer experience culture. Customers have so many choices available to them and can..

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