Every call center has a different mission. Most fall into two categories, those that are focused on sales or lead generation,..

The life of a call center manager can be challenging. You’ve got an entire team of people who must perform well under pressure..

Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top..

Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..

Almost every call center offers the same brief message, “For quality and training purposes, this call may be recorded or..

If you want to run a successful, productive and profitable call center, you are going to need more than spreadsheets to get..

Call center quality assurance (QA) is, by its very nature difficult to understand, measure, and improve upon. While quality..

Quality monitoring customer service and performance over time is crucial for contact centres, especially outsourced or..