To be successful in a call center environment, agents must be able to deal with a high volume of frequently angry customers...
Staff turnover is costly for any call center. Several recent studies have shown that most call centers do not even calculate..
Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top..
Spreadsheets used to be the go-to tool for every call center manager to gather quality assessment data so they could evaluate..
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It costs more to get a new customer than to upsell an existing customer. That is why customer service and satisfaction is so..
Every call center manager knows that when agents start out they need a script to follow when interacting with customers. Using..
In today’s competitive marketplace, it’s becoming increasingly difficult for brands to stand out.
Root cause analysis in the call center means looking beyond the superficial and identifying the problem’s core. Most negative..