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4 Tips for Improving the CX in Your Call Center

4 Tips for Improving the CX in Your Call Center

The customer experience (CX) has become a centralized focus on creating a reputable and memorable brand and this especially..

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9 Habits of Highly Effective Call Center Managers

9 Habits of Highly Effective Call Center Managers

The life of a call center manager can be challenging. You’ve got an entire team of people who must perform well under pressure..

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What Does Quality Monitoring Mean in a Call Center?

What Does Quality Monitoring Mean in a Call Center?

Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be..

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Developing Soft Skills in Call Center Agents

Developing Soft Skills in Call Center Agents

In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Center Agent Performance and Assessing..

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How to Assess Soft Skills in the Call Center Agent Hiring Process

How to Assess Soft Skills in the Call Center Agent Hiring Process

To be successful in a call center environment, agents must be able to deal with a high volume of frequently angry customers...

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Soft Skills as a Predictor of Call Center Agent Performance

Soft Skills as a Predictor of Call Center Agent Performance

Staff turnover is costly for any call center. Several recent studies have shown that most call centers do not even calculate..

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Call Centre Helper Awards: Scorebuddy - Best Contact Centre Technology

Call Centre Helper Awards: Scorebuddy - Best Contact Centre Technology

Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top..

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7 ways spreadsheets are hurting your Quality Assessment

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..

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