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Using Analytics with Call Center QA Reduces Churn

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..

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How Real-Time Reporting on Accurate Data Engages Agents

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..

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Eliminate Your Spreadsheets to Create Accurate Call Center QA Reports

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..

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Are Spreadsheets Burning Call Center QA Productivity

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..

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Considerations for the Future of Innovative Contact Centers

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..

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Case Study: How Scorebuddy Creates The Effortless Customer Experience™

Case Study: How Scorebuddy Creates The Effortless Customer Experience™

A leading human resource and payroll solution provider recently sought expertise from Scorebuddy to help them improve their..

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How to build a Call Center QA Scorecard

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..

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What happens when your agents design the Quality Assessment Framework?

What happens when your agents design the Quality Assessment Framework?

There’s no question that Quality Assessment is critical for the call center today. Goals of improving customer engagement and..

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