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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 Center Helper Awards: Scorebuddy - Best Contact Center Software

Call Center Helper Awards: Scorebuddy - Best Contact Center Software

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

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Why Spreadsheets are not a QA Tool

Why Spreadsheets are not a QA Tool

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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Looking at Call Center Outsourcing Companies or Services? Consider These to Improve Quality

Looking at Call Center Outsourcing Companies or Services? Consider These 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..

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5 Common Mistakes in Your Call Center Script

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..

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Gap Analysis for Individual Training in the Call Center

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..

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How to Drive More Sales by Improving Call Center QA

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.

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