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Scorebuddy Voted Best Contact Center Technology in Call Centre Helper Awards

Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top Ten Contact Center Software and Technology” awards for the second time in 2018.

7 ways spreadsheets are hurting your Quality Assessment

Spreadsheets used to be the go-to tool for every call center manager to gather quality assessment data so they could evaluate agents and operations. Using digital scorecards to keep pace with a center’s activity will streamline your process and reveal new..

Outsourcing Your Call Center Services? Consider These Challenges 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 important. Many companies believe that the only way to handle call center processes are in-house. But a growing number of businesses have..

5 Common Mistakes in Your Call Center Script

Every call center manager knows that when agents start out they need a script to follow when interacting with customers. Using the actors analogy, movie actors are issued with their script (sometimes months in advance) and will have a number of chance to get it..

Gap Analysis for Individual Training in the Call Center

A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take on this important work should be trained - and recognized - to further the organization. Gap analysis employed by managers is the best..

How to Drive More Sales by Improving Call Center QA

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

How to Match Gaps in Agent Training with Learning Opportunities

Root cause analysis in the call center means looking beyond the superficial and identifying the problem’s core. Most negative behaviors have deeper issues at their core, whether they’re human, organizational or physical

3 Strategies for Developing Call Center QA Guidelines

Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any successful call center strategy is developing quality assurance guidelines. How does a manager develop these procedures?

How to Analyze Data to Identify Gaps in Agent Training?

In the first part of this blog series we looked at how quality assurance (QA) and scorecard data can help improve agent performance and lead to greater customer experiences. What about getting to the root of the problem? Unfortunately, many call center managers..

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