The quality of your contact center is a direct reflection of your whole company. In fact, 90% of Americans use customer..

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

The goal of every organization should be to keep customers happy. It’s the definition of quality customer service. And it..

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

In our fast-paced world, first impressions matter, and they have a big impact when dealing with customers. You only have one..

Do you need to improve call center performance? You’re not alone!

Keeping up with customer expectations is the #1 service..

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

This is Blog #2 in our Contact Center Quality Assurance Framework Series. You can find Blog #1 here. The series will continue..