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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 Call Center QA Guidelines

3 Strategies for Developing Call Center QA Guidelines

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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How to Use Scorecard Quality Data to Improve Agent Performance

How to Use Scorecard Quality Data to Improve Agent Performance

Quality assurance is a must in today’s customer experience culture. Customers have so many choices available to them and can..

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How Scorebuddy Improved Quality Assurance for Permanent TSB 

How Scorebuddy Improved Quality Assurance for Permanent TSB 

One of Scorebuddy’s premiere clients, permanent tsb Group, is a leading financial services provider in the Irish market...

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How to: Quality Monitoring in the Call Center

How to: Quality Monitoring in the Call Center

Customer experience drives many business initiatives today because customers have so many choices available for the products..
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If Your Contact Center Uses Spreadsheets, READ THIS

If Your Contact Center Uses Spreadsheets, READ THIS

This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and..

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Why Millennials Choose Chat over Traditional Customer Service

Why Millennials Choose Chat over Traditional Customer Service

Businesses that want to deliver an omnichannel experience require a laser focus on the customer. Anything less will result in..

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