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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 Services? Consider These Tips

Looking at Call Center Outsourcing Services? Consider These Tips

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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How to Match Gaps in Agent Training with Learning Opportunities

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..

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3 Strategies For Developing QA Guidelines For Call Centers

3 Strategies For Developing QA Guidelines For Call Centers

Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..

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How to Analyze Data to Identify Gaps in Agent Training?

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..

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