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How to Use Call Center Agent Scorecard Quality Data to Improve Performance

How to Use Call Center Agent Scorecard Quality Data to Improve 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 Live Chat Customer Assurance over Traditional

Why Millennials Choose Live Chat Customer Assurance over Traditional

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

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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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