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Call Center CX eBook

Call Center CX eBook

This eBook provides an overview of the most common challenges facing call centers, agents, and companies today. It also..

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Soft Skills in the Call Center Environment eBook

Soft Skills in the Call Center Environment eBook

Soft skills are difficult to measure, but it is not impossible. This report will show you how to sift through applicant files..

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Gap Analysis for Individual Training in the Call Center

Gap Analysis for Individual Training in the Call Center

A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take..

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If Your Contact Center Uses Spreadsheets, READ THIS

If Your Contact Center Uses Spreadsheets, READ THIS

This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and..

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Improving Customer Experience and NPS Through Quality Assessment

Improving Customer Experience and NPS Through Quality Assessment

Measuring call center Quality Assurance is necessary to improve NPS and other customer-driven experience analyticsthat..

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On-Demand Webinar: Quality Assessment — Empowering the Contact Center Manager and the C-Suite

On-Demand Webinar: Quality Assessment — Empowering the Contact Center Manager and the C-Suite

  • Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey
  • Why your..
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Understanding Call Center Quality Assurance Frameworks

Understanding Call Center Quality Assurance Frameworks

Each call center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational,..

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The Anatomy of a Good Call

The Anatomy of a Good Call

  • What makes your agents tick
  • What a good call looks like
  • What you should be measuring and how
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