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What Does Quality Monitoring Mean in a Call Center | US ScorebuddyQA

What Does Quality Monitoring Mean in a Call Center | US ScorebuddyQA

Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be..

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Effective Call Center Training for Agent Soft Skills | US ScorebuddyQA

Effective Call Center Training for Agent Soft Skills | US ScorebuddyQA

In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Center Agent Performance and Assessing..

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Assessing Soft Skills Call Center Agent Hiring Process | US Scorebuddy QA

Assessing Soft Skills Call Center Agent Hiring Process | US Scorebuddy QA

To be successful in a call center environment, agents must be able to deal with a high volume of frequently angry customers...

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Soft Skills Predict Performance of Call Center Duties | US ScorebuddyQA

Soft Skills Predict Performance of Call Center Duties | US ScorebuddyQA

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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Award: Scorebuddy - Best Contact Center Software | US Scorebuddy QA

Award: Scorebuddy - Best Contact Center Software | US Scorebuddy QA

Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top..

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Why QA Spreadsheet Tools Hinder Assessment | US ScorebuddyQA

Why QA Spreadsheet Tools Hinder Assessment | US ScorebuddyQA

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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What To Look For Considering Call Center Outsourcing | US Scorebuddy QA

What To Look For Considering Call Center Outsourcing | US Scorebuddy QA

It costs more to get a new customer than to upsell an existing customer. That is why customer service and satisfaction is so..

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5 Common Mistakes in Your Call Center Script | US ScorebuddyQA

5 Common Mistakes in Your Call Center Script | US ScorebuddyQA

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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