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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. 

Are Spreadsheets Burning Call Center QA Productivity

Time -- every business is (or should be) concerned with it. Working hard is important, but working smart, especially with your usage of time, is what can set you, your call center team, and your company apart.

Considerations for the Future of Innovative Contact Centers

Consumers are driving business innovation more than anytime in history. This is the message Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, LLC, presented during a recent webinar to leaders in call center quality assurance.

Case Study: How Scorebuddy Helps to Create The Effortless Customer Experience™

A leading human resource and payroll solution provider recently sought expertise from Scorebuddy to help them improve their contact center’s quality assessment and assurance.

How to build a Call Center QA Scorecard

Positive customer engagement is a critical component of any call center operation. You may think that agents are working at an optimum and things are fine, but are they really? The only true way to know is to implement a Quality Assurance Scorecard to measure..

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