Welcome to our Blog

    Call Center Metrics, Platforms and News

    Subscribe Now
    Filter By
    analytics power customer interaction success

    How Text Analytics Support Customer Interaction Management

    Knowledge is power, especially when it comes to customer experience. The more you know about your customers, what they want, what they need, and how you can help them, the better...
    Read more
    omnichannel strategy for call centers

    How to Implement an Omnichannel Call Center Strategy: 4 Ways

    Today’s businesses rely on healthy customer engagement initiatives for profitability and long-term...
    Read more
    agent skill strengths and gaps

    12 Call Center Agent Strengths and Weaknesses

    Agents are the heart of any call center. They're your first line of contact with your customers,...
    Read more
    develop tactical call qa strategy

    How to Build a Tactical QA Framework for Your Call Center

    This is blog #3 in our Contact Center Quality Assurance Framework Series. You can blog #1 and blog...
    Read more
    text analytics for survey insights

    5 Ways to Leverage Text Analytics for Customer Surveys

    What do your customers think about your business? As a contact center, answering that question with...
    Read more
    unlock revenue with data monetization

    How to Generate New Revenue Using Data Monetization

    Customer data is critical to the success of a contact center operation. It’s how you improve the...
    Read more
    manager's guide to qa framework

    QA Framework Guidelines Every Contact Center Manager Needs

    Since the pandemic, high-quality customer service has become more imperative than ever. Post-COVID,
    Read more
    contact center knowledge base guide

    How to Build a Knowledge Base in Your Contact Center

    Customer expectations are higher than ever, which means your contact center has to take support to...
    Read more
    preventing bad data in centers

    How to Avoid Bad Data in the Contact Center: 5 Critical Metrics

    High-quality customer care is a core tenet of your contact center’s success. According to a new...
    Read more
    key benefits of agent training

    11 Benefits of Call Center Agent Training

    There are few environments as competitive or time-crunched as a busy contact center. That's why...
    Read more