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Playing the Long Game: 7 Ways to Foster Customer Loyalty in the Call Center

In the hyper-competitive world of the call center, customer loyalty is vital for brand value, lead generation, and steady revenue. Loyalty is a key indicator of the long-term...

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G2 Names Scorebuddy a Leader in Contact Center Quality Assurance

For the third consecutive quarter, independent research firm G2 has recognized Scorebuddy as a...

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Log and Learn: How to Use Repeat Calls to Your Advantage

Repeat calls are an ongoing issue for most contact centers, leading to stressed agents and...

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Delight and Sell: How Can Call Centers Become Revenue Generators?

While delivering top-quality customer service is the primary focus for call centers, many...

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Compliance in Pajama Bottoms: How to Keep Your Call Center Compliant When Working Remotely

Regulatory breaches can expose an organization to significant financial and reputational damage, so...

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It’s Not Them, It’s You. What is Bad Customer Service and How Do You Spot It?

Do you think your call center is offering the best service it possibly can? Think before you...

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Because They Care: 6 Human-Centric Ways to Improve Call Center Agent Productivity

Traditional call center targets can be strong productivity drivers. However, to really improve...

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Battle Royal: Evaluation Spreadsheets vs Scorecards. Which One to Choose for Your Business?

When it comes to carrying out quality assurance for your business, two main tools have become...

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What is Your DSAT Score and How to Improve it

DSAT, the evil twin of CSAT, is another useful contact center metric. It may not feature in the...

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