Spreadsheets used to be the go-to tool for every call center manager to gather quality assessment data so they could evaluate..
It costs more to get a new customer than to upsell an existing customer. That is why customer service and satisfaction is so..
A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take..
Subscribe to the Blog
In today’s competitive marketplace, it’s becoming increasingly difficult for brands to stand out.
Root cause analysis in the call center means looking beyond the superficial and identifying the problem’s core. Most negative..
Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..