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

The 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 (QA) Impacts Call Center KPIs

How Quality Assurance (QA) Impacts 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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Call Center CX eBook

Call Center CX eBook

This eBook provides an overview of the most common challenges facing call centers, agents, and companies today. It also..

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How Scorecards Support Customer-Oriented Behavior for Improved Call Center CX

How Scorecards Support Customer-Oriented Behavior for Improved Call Center CX

Companies that carefully gather and assess call center data have more effective call centers that are not viewed as cost..

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Soft Skills in the Call Center Environment eBook

Soft Skills in the Call Center Environment eBook

Soft skills are difficult to measure, but it is not impossible. This report will show you how to sift through applicant files..

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Emotional Connections Earn Customer Loyalty and Increase CX

Emotional Connections Earn Customer Loyalty and Increase CX

In the marketing world, businesses have moved from a pure B2C/B2B model to a P2P model (People to People). People buy from..

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Agent Emotional Intelligence Drives Improved CX

Agent Emotional Intelligence Drives Improved CX

Customer care continues to emerge as a significant contributor to the overall success of companies across many different..

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