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Agent Emotional Intelligence Drives Improved CX | UK ScorebuddyQA

Agent Emotional Intelligence Drives Improved CX | UK ScorebuddyQA

Customer care continues to emerge as a significant contributor to the overall success of companies across many different..

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5 Questions to Ask Before Purchasing New Call Centre CRM Software

5 Questions to Ask Before Purchasing New Call Centre CRM Software

If your people are your most valuable asset, then giving them the software they need to do their jobs well should be an..

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5 Tips to Boost Contact Centre Efficiency | UK ScorebuddyQA

5 Tips to Boost Contact Centre Efficiency | UK ScorebuddyQA

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

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How to Design and Build an Effective QA Scorecard

How to Design and Build an Effective QA Scorecard

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

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4 Tips for Improving CX in the Call Centre | UK ScorebuddyQA

4 Tips for Improving CX in the Call Centre | UK ScorebuddyQA

The customer experience (CX) has become a centralised focus on creating a reputable and memorable brand and this especially..

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9 Habits of Highly Effective Call Centre Managers | UK ScorebuddyQA

9 Habits of Highly Effective Call Centre Managers | UK ScorebuddyQA

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

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What Does Quality Monitoring Mean in a Call Centre?

What Does Quality Monitoring Mean in a Call Centre?

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

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Developing Call Centre Agents Soft Skills | UK ScorebuddyQA

Developing Call Centre Agents Soft Skills | UK ScorebuddyQA

In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Centre Agent Performance and Assessing..

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