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How to Use Scorecard Quality Data to Drive Improvements in Agent Performance and Customer Experience

Quality assurance is a must in today’s customer experience culture. Customers have so many choices available to them and can easily switch to another company, leaving businesses and brand relationships vulnerable. And because the call center is a pivotal point of..

How Scorebuddy Improved Quality Assurance for Permanent TSB 

One of Scorebuddy’s premiere clients, permanent tsb Group, is a leading financial services provider in the Irish market. Permanent tsb offers a wide range of banking products and services including online banking, savings & deposit accounts, mortgages, loans, credit..

How to: Quality Monitoring in the Call Center

Customer experience drives many business initiatives today because customers have so many choices available for the products and solutions they purchase. That’s why the call center—the most direct link for customers—must provide the highest level of service and..

If Your Contact Center Uses Spreadsheets, READ THIS

This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and productive work environment, are focused on improving customer service and are ready to ramp up their internal Quality Assessment process. 

Why Millennials Choose Chat over Traditional Customer Service

Businesses that want to deliver an omnichannel experience require a laser focus on the customer. Anything less will result in customers noticing a lack of dedicated resources, causing them to be unwilling to digitally interact with the contact center. This is..

7 Soft Skills Call Center Agents Need Most

When looking to hire new call center agents, your Human Resource department may suggest using minimum educational requirements or experience in the industry as criteria for hiring. But these factors do not produce engaged employees and turnover in call centers is..

Using Analytics with Call Center QA Reduces Churn

How many times have you heard the adage that it can cost 7x more to acquire new customers than it does to retain existing customers. Obviously, businesses want to keep their current customers as well as gain new ones. Call center QA is a critical component of..

How Real-Time Reporting on Accurate Data Engages Agents

“If you can’t measure it, you can’t improve it,” Peter Drucker, the man deemed the founder of modern management and the author of the bestselling leadership book, The Effective Executive, is often quoted as saying. 

Eliminate Your Spreadsheets to Create Accurate Call Center QA Reports

If you want to run a successful, productive and profitable call center you are going to need more than spreadsheets to get the job done right. A call center is not scalable for quality management or growth without a robust software solution. 

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