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How to Measure Soft Skills in the Call Centre Agent Hiring Process

How to Measure Soft Skills in the Call Centre Agent Hiring Process

To be successful in a call centre environment, agents must be able to deal with a high volume of frequently angry customers...

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Soft Skills as a Predictor of Call Centre Agent Performance

Soft Skills as a Predictor of Call Centre Agent Performance

Staff turnover is costly for any call centre. Several recent studies have shown that most call centres do not even calculate..

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Call Centre Helper Awards: Scorebuddy - Best Contact Centre Software

Call Centre Helper Awards: Scorebuddy - Best Contact Centre Software

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

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7 ways spreadsheets are hurting your Quality Assessment

7 ways spreadsheets are hurting your Quality Assessment

Spreadsheets used to be the go-to tool for every call centre manager to gather quality assessment data so they could evaluate..

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Outsourcing Call Centre Services? Consider These to Improve Quality

Outsourcing Call Centre Services? Consider These to Improve Quality

It costs more to get a new customer than to upsell an existing customer. That is why customer service and satisfaction is so..

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5 Common Call Centre Script Mistakes | UK ScorebuddyQA

5 Common Call Centre Script Mistakes | UK ScorebuddyQA

Every call centre manager knows that when agents start out they need a script to follow when interacting with customers. Using..

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Gap Analysis for Individual Training in the Call Centre

Gap Analysis for Individual Training in the Call Centre

A call center is a dynamic organisation - always growing, always improving - for the benefit of the brand. The people who take..

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How to Drive More Sales by Improving Call Centre QA

How to Drive More Sales by Improving Call Centre QA

In today’s competitive marketplace, it’s becoming increasingly difficult for brands to stand out.

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