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Guide

ScoreBuddy

Written by Scorebuddy

   

Download White Papers

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Available Whitepapers

Monitoring Call Quality to Gather Customer Feedback
Empower Contact Centre Agents with TRUST
Does your Multi-channel Monitoring Pass the Fitness Test?
Adding Non-Voice Channels to Customer Service Delivery
Can Agent Engagement Improve Customer Satisfaction?
16 Ways to Improve Agent Engagement
Best Practice Techniques from 6 Global Quality Leaders
5 Ways to Motivate Team Leaders
Giving Back is a Win: Win: Win
New Practices in Quality Management
What is driving the focus on quality in call centres?
How Aligned is your Quality Model?

Improve Quality Assessment

As leading experts in monitoring the quality of customer service Scorebuddy researches and assesses current practices in Quality Assurance, Customer Service and related topics.

This ongoing research is presented in monthly white papers, fill in the form to download the research.

 

This Months White Paper:

Monitoring Call Quality - the Best Way to Gather Customer Feedback

“Using call monitoring for gathering customer feedback as well as performance management can significantly increase return on investment."

This white paper shows how you can use call quality monitoring for gathering customer feedback and make long-term improvements in your call centre as a result.

Gather customer feedback from monitoring call quality

Tags: Blog

eBook

Soft Skills in the Call Centre Environment

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In this eBook, you will learn:
– How soft skills are a predictor of agent performance.
– How to assess soft skills in the agent hiring process.
– How to develop soft skills in your agents as part of their training.
Download Now