Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..
In the first part of this blog series we looked at how quality assurance (QA) and scorecard data can help improve agent..
Quality assurance is a must in today’s customer experience culture. Customers have so many choices available to them and can..
One of Scorebuddy’s premiere clients, permanent tsb Group, is a leading financial services provider in the Irish market...
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Businesses that want to deliver an omnichannel experience require a laser focus on the customer. Anything less will result in..
How many times have you heard the adage that it can cost 7x more to acquire new customers than it does to retain existing..
“If you can’t measure it, you can’t improve it,” Peter Drucker, the man deemed the founder of modern management and the author..