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Why You Shouldn't Be Looking For A Call Center Quality Scorecard Excel Template

Why You Shouldn't Be Looking For A Call Center Quality Scorecard Excel Template

If you work in a contact center of almost any size, you’re almost certainly familiar with the use of call center..

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How To Measure Emotive CX | UK ScorebuddyQA

How To Measure Emotive CX | UK ScorebuddyQA

This is part two of a four blog series discussing Emotive CX; what it is, how to measure emotional intelligence for customer..

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Software Tools Boost Call Center QA Performance | UK ScorebuddyQA

Software Tools Boost Call Center QA Performance | UK ScorebuddyQA

Call centers play such a pivotal role these days in customer engagement and marketing initiatives. As a critical touchpoint..

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Understanding the Impact of Emotive CX | UK ScorebuddyQA

Understanding the Impact of Emotive CX | UK ScorebuddyQA

This is part one of three blog posts that discusses Emotive CX; what it is, how to measure it, and ways to take action and..

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Why Should You Let Agents Self-Score? | UK ScorebuddyQA

Why Should You Let Agents Self-Score? | UK ScorebuddyQA

Most call centres have the capability to allow agents to score themselves but most managers don’t take advantage of it...

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Top Challenges Call Centre QA Teams Face (and how to solve them)

Top Challenges Call Centre QA Teams Face (and how to solve them)

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

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How Quality Assurance (QA) Impacts Call Centre KPIs

How Quality Assurance (QA) Impacts Call Centre KPIs

QA is a process that measures call centre and individual agent performance. Your QA metrics represent the various facts and..

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Emotional Connections Earn Customer Loyalty and Increase CX

Emotional Connections Earn Customer Loyalty and Increase CX

In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from..

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