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Why You Shouldn't Be Looking For A Call Center Spreadsheet Template

Why You Shouldn't Be Looking For A Call Center Spreadsheet 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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The Future of QA: Automated Call Center Quality Assurance Technology

The Future of QA: Automated Call Center Quality Assurance Technology

People are the heart of a call center. While it may seem that robots are taking over the world, it is important to realize..

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How To Measure Emotive CX

How To Measure Emotive CX

This is part two of a three blog series discussing Emotive CX; what it is, how to measure it, and ways it can be used to help..

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Software Tools Boost Call Center QA Performance

Software Tools Boost Call Center QA Performance

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

Understanding the Impact of Emotive CX

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 On Earth Should You Let Agents Self-Score?

Why On Earth Should You Let Agents Self-Score?

Most call centers 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 Center QA Teams Face (and how to solve them)

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

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

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How Quality Assurance Metrics Impact Call Center KPIs

How Quality Assurance Metrics Impact Call Center KPIs

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

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