Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be..
In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Center Agent Performance and Assessing..
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..
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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..
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..