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Call Center Metrics, Platforms and News

How does Call Center Survey Lead to Better Performance?

Do you know how satisfied your customers are with the call center experience regarding a problem or inquiry? Studies show that customer complaints, poor morale, and low pay are the most reasons for high turnover rates in the call center industry. However, with proper call center survey questions, you can reach the answer and eventually improve your unit. This article is a complete guide on call center survey and their benefits for customer service.

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How does Call Center Survey Lead to Better Performance?

Do you know how satisfied your customers are with the call center experience regarding a problem or inquiry? Studies show that customer complaints, poor morale, and low pay are the most reasons for high turnover rates in the call center industry. However, with proper call center survey questions, you can reach the answer and eventually improve your unit. This article is a complete guide on call center survey and their benefits for customer service.

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All You Should Know about Call Center Analytics Software

Digging through analytics in the era of big data goes a long way for every business. It has never been easier to find out everything managers would ever want to know about the people interacting with their companies to improve customer experience. This article reveals all about call center analytics software and its advantages for today's businesses.

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All about Average Resolution Time (ART) in Call Centers

Time to Resolution is an essential metric in call centers that measure the average time between creating the customer interaction and when labeling that interaction Resolved. This metric helps gauge the support team's ability to resolve customers' issues. This article offers you all information you need about the Average Resolution Time (ART) and how to reduce it with nine proven tips for the call centers.

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The Complete Guide on Call Center Staffing

Finding the correct number of call center staff can be complicated. All variables to consider are employees quitting, being pulled away for non-call work, or missing in action. The call center staffing model can assist in determining the number of employees required based on call traffic and requirements. This article offers the best call center staffing model and describes its use.

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Scorebuddy Leads the Way in G2 Market Leaders for Contact Center Quality Assurance

G2, an independent research firm, has named Scorebuddy as a Leader in its Contact Center Quality Assurance Grid Scores. Released in June 2022, the report recognizes leadership based on user reviews and market share.  

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Getting Your Quality Assurance Report Right

Information is power. Today, you can access any information you want with the click of a mouse and an internet connection. This technology has opened a lot of doors for data collection, especially for businesses who need to understand how their performance is affecting customer service. Call centers are a great example of a business that can benefit from this type of data and analytics. One way to incorporate data into your call center is by implementing a quality assurance (QA) program.  

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12 Call Center Recruiting Strategies

Call center recruiting is one of the essential steps in managing the contact centers. Talented and qualified agents make the customers loyal, and loyal customers bring more profit to the business. From forming the employer branding to constantly recruiting for support centers, this article provides call center recruitment strategies proven effective for the field.

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How to Handle No Call No Show at Work in Contact Centers

Absenteeism costs the US industry approximately $225.8 billion annually in lost productivity. Planned time off is the preference, but no call no show at work instances can and do happen.  

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What is CSAT Score and How to Calculate it?

A little happiness goes a long way. According to studies, a 10 percent rise in a company's CSAT score results in a 12 percent gain in consumer trust. Customer happiness has a great bonding with the positive customer experience. This article answers what CSAT is in customer service and gives you a lot of information about CSAT scores in this field. So let us get down to business, starting with answering what CSAT is and how to calculate it.

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