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5 Common Mistakes in Your Call Center Script

5 Common Mistakes in Your Call Center Script

Every call center manager knows that when agents start out they need a script to follow when interacting with customers. Using..

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How to Drive More Sales by Improving Call Center QA

How to Drive More Sales by Improving Call Center QA

In today’s competitive marketplace, it’s becoming increasingly difficult for brands to stand out.

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How to Match Gaps in Agent Training with Learning Opportunities

How to Match Gaps in Agent Training with Learning Opportunities

Root cause analysis in the call center means looking beyond the superficial and identifying the problem’s core. Most negative..

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3 Strategies For Developing QA Guidelines For Call Centers

3 Strategies For Developing QA Guidelines For Call Centers

Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..

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How to Analyze Data to Identify Gaps in Agent Training?

How to Analyze Data to Identify Gaps in Agent Training?

In the first part of this blog series we looked at how quality assurance (QA) and scorecard data can help improve agent..

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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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