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4 Tips for Improving the CX in Your Call Center

4 Tips for Improving the CX in Your Call Center

The customer experience (CX) has become a centralized focus on creating a reputable and memorable brand and this especially applies to call centers where the CX is the primary asset.

9 Habits of Highly Effective Call Center Managers

9 Habits of Highly Effective Call Center Managers

The life of a call center manager can be challenging. You’ve got an entire team of people who must perform well under pressure and deal with customers or complicated software. Not only that, your call center may have certain behaviors your agents must follow --..

What Does Quality Monitoring Mean in a Call Center?

What Does Quality Monitoring Mean in a Call Center?

Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be recorded or monitored.” But what does “quality” mean for a call center, and how do managers use it to provide the best possible quality..

Developing Soft Skills in Call Center Agents

Developing Soft Skills in Call Center Agents

In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Center Agent Performance and Assessing Soft Skills in the Call Center Agent Hiring Process. Now we turn to how to develop these soft skills in your existing employees.

How to Assess Soft Skills in the Call Center Agent Hiring Process

How to Assess Soft Skills in the Call Center Agent Hiring Process

To be successful in a call center environment, agents must be able to deal with a high volume of frequently angry customers. They must be able to follow a script and provide information that is not scripted. They must be patient, listen, and adapt as needed.  A call..

Soft Skills as a Predictor of Call Center Agent Performance

Soft Skills as a Predictor of Call Center Agent Performance

Staff turnover is costly for any call center. Several recent studies have shown that most call centers do not even calculate the real cost of their employees leaving which should be composed of hiring costs, training, and lost productivity. Most call centers have a..

Call Centre Helper Awards: Scorebuddy - Best Contact Centre Technology

Call Centre Helper Awards: Scorebuddy - Best Contact Centre Technology

Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top Ten Contact Center Software and Technology” awards for the second time in 2018.

7 ways spreadsheets are hurting your Quality Assessment

7 ways spreadsheets are hurting your Quality Assessment

Spreadsheets used to be the go-to tool for every call center manager to gather quality assessment data so they could evaluate agents and operations. Using digital scorecards to keep pace with a center’s activity will streamline your process and reveal new..

Outsourcing Call Center Services? Consider These to Improve Quality

Outsourcing Call Center Services? Consider These to Improve Quality

It costs more to get a new customer than to upsell an existing customer. That is why customer service and satisfaction is so important. Many companies believe that the only way to handle call center processes are in-house. But a growing number of businesses have..

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