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7 Soft Skills Call Center Agents Need Most

7 Soft Skills Call Center Agents Need Most

When looking to hire new call center agents, your Human Resource department may suggest using minimum educational requirements..

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Using Analytics with QA to Reduce Call Center Churn

Using Analytics with QA to Reduce Call Center 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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Call Center QA Reports - Eliminate Your Spreadsheets to Create Accurate Reports

Call Center QA Reports - Eliminate Your Spreadsheets to Create Accurate Reports

If you want to run a successful, productive and profitable call center, you are going to need more than spreadsheets to get..

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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 Quality Call Center QA Scorecard

How to build a Quality 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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