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Call Center QA Reports - Eliminate Your Spreadsheets for Accuracy

Call Center QA Reports - Eliminate Your Spreadsheets for Accuracy

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: Scorebuddy Creates The Effortless Customer Experience™

Case Study: 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 Monitoring QA Scorecard

How to build a Quality Call Monitoring 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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Why should your agents help design the Quality Assessment Framework?

Why should your agents help 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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How to Correlate Internal QA Scores With CX (Part 4)
Improving Customer Experience and NPS Through Quality Assessment

Improving Customer Experience and NPS Through Quality Assessment

Measuring call center Quality Assurance is necessary to improve NPS and other customer-driven experience analyticsthat..

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