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

The Importance of Agent Self-Scoring to Boost Engagement

How do your call center agents feel about their performance? Do they..

Your customers are happy. Congratulations! You rank well on your Customer Satisfaction Score (CSAT) and Net Promoter Score..

Are your customers happy with your service?

Are your call center agents doing their jobs and meeting business goals?

Is your..

Feedback is something that many people dread receiving and giving. For some reason, we believe that if we are getting..

Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a..

Contact center regulatory compliance impacts every aspect of your business. The fact is that thousands of customer..

Selecting the right call center quality assurance software isn’t easy. It can be downright complicated.