Spreadsheets used to be the go-to tool for every call center manager to gather quality assessment data so they could evaluate..
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.
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Root cause analysis in the call center means looking beyond the superficial and identifying the problem’s core. Most negative..
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..