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Call Center Management
10 Pitfalls to Avoid to Improve Your Call Center Training
The contact center can be a high-pressure environment. Customers want quick answers, efficient resolutions, and impeccable service—and agents are expected to deliver every time....
Scorebuddy Coaching: The Next Big Step in Call Center QA
Rising customer expectations, demanding performance targets, emerging new technology—working in a...
How Integrated Call Center Coaching Boosts Agent Engagement
Swapping traditional coaching methods for integrated call center coaching brings a wide range of...
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Call Center Outsourcing Costs and Benefits: Is It Worth It?
Call center outsourcing is an increasingly popular way to deliver cost-effective customer support,...
Call Center Gamification: 7 Simple Tips to Boost Agent Engagement
In the high-pressure call center industry, agent engagement is a persistent challenge. Reps are...
The 8 Best Ways to Use Call Center Sentiment Analysis
Call center sentiment analysis is essential for fully understanding how your customers are feeling....
Why Quality Assurance Is Call Center C-Suite’s Secret Weapon
We live in a data-centric world. From financial forecasts and interaction data to CRMs and WFM,...
Boost Call Center Agent Training with the Power of AI
In 2022, the global AI market reached $136.55 billion. With such a rapid expansion of AI across...
How to Ensure Call Center PCI Compliance and Save Thousands
In 2006, five major credit card companies established the Payment Card Industry Data Security...